Attachment 3 - QASP - OCONUS LOGISTIC.pdf

Attachment 3

OCONUS LOGISTICS SERVICE SUPPORT

INDO-PACOM HAWAII

General Services Administration

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

February 2026

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to monitor performance and to identify the required documentation and resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards or quality levels identified in the PWS, and for ensuring that the Government pays only for the level of services received. 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.

The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by the General Services Administration (GSA) to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved. 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 implementing and delivering performance that meets contract standards using its Quality Control Plan (QCP). The QASP provides the structure for the Government’s surveillance of the contractor’s performance and their QCP to assure they meet contract standards. 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.

The QASP is not part of the contract, and it is not intended to duplicate the contractor’s QCP. This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on contractor performance.

Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

2. SCOPE OF THIS QASP

This section of the QASP describes the contractual effort to which the QASP applies. Additionally, this section addresses any applicable and special concerns, to include surveillance under Indefinite Delivery contracting methods.

2.2.1 – Description of the Contractual Effort

The U.S. General Services Administration (GSA), Federal Acquisition Service (FAS), General Supplies and Services (GSS) Portfolio, Office of Supply Chain Management (SCM), has a requirement for Global Supply OCONUS Logistics Operations Solutions Support in the Indo-Pacific Command (INDO-PACOM) Hawaii Area of Responsibility (AOR). This contract is intended to provide a total global supply solution for Federal and Department of Defense (DoD) customers in the INDO-PACOM Hawaii AOR, covering a broad range of commercial supply items including office supplies, tools and hardware, housewares, and cleaning products.

Under this contract, the contractor shall be responsible for sourcing, stocking, and warehousing National Stock Number (NSN) items and delivering them within 3 business days after receipt of order in Hawaii. Additionally, the contractor must maintain the capability to scale operations to meet surge and contingency requirements in support of mission-critical operations.

3. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

a. 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 assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance. The CO is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the COR and the contractor. The CO will typically designate one full-time COR as the Government authority for performance management.

Assigned CO: J. Andres Almazan

Organization or Agency: General Services Administration, Federal Acquisition Services, General Supply and Services, Special Contracting Branch B

Telephone: (202) 595-4153

Email: Andres.Almazan@gsa.gov

b. Contract Specialist (CS) - The CS acts as an acquisition consultant and serves as liaison between the CO and the awardee.

mailto:Andres.Almazan@gsa.gov

Assigned CS: Anita Kearse

Telephone: 771-223-7002

Email: Anita.Kearse@gsa.gov

c. Contracting Officer’s Representative (COR) - The COR is designated in writing by the CO to act as their authorized representative to assist in administering a contract. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. At the conclusion of the contract or when requested by the CO, the COR shall provide documentation to the CO. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. The contractor shall refer to any changes they deem may affect the contract price, terms, or conditions to the CO for action.

Assigned COR: TBD

Telephone: TBD

Email: TBD

d. Other Key Government Personnel:

Title: TBD

4. CONTRACTOR REPRESENTATIVES

The following employees of the contractor serve as the contractor’s Program Manager and Task Manager for this contract.

a. Program Manager - TBD

TBD Telephone: TBD

b. Task Manager - TBD

c. Other Contractor Personnel - TBD

Title: TBD

5. PERFORMANCE STANDARDS

This QASP will define the performance management approach taken by GSA/FAS/GSS to monitor the contractor’s performance to ensure the performance and quality standards identified below are achieved.

Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether acceptable performance under the contract is being achieved by the contractor.

The contractor measures that quality through the contractor’s own quality control (QC) program. QC is the achievement of meeting requirements in all areas whether the work is performed by contractor employees, partners or subcontractors.

The Performance Requirements Summary (PRS) is the “heart” of quality surveillance. The tasks, performance standards, and Acceptable Quality Levels (AQLs) in the matrix below are established in the contract PWS. The method of surveillance and frequency of surveillance are established by this QASP, and CPAR factors applicable to each task are annotated in this QASP PRS. These parameters have been chosen to ensure that contract surveillance supports and documents contractor performance.

The following provides a description of each column of the QASP PRS matrix.

Task: The tasks established in this QASP are derived from those established in the contract PWS. The task provides a description of the work to be surveilled, as well as a PWS citation that associates the task with specific requirements.

Performance Standard: Performance standards established in the QASP are derived from those established in the contract PWS. The performance standard describes the expected level of performance associated with a task.

Acceptable Quality Level (AQL): AQLs established in the QASP are derived from those established in the contract PWS. The AQL provides a specific metric to allow the Government to determine whether contractor performance regarding a task is acceptable. For the purposes of this QASP, meeting the AQL for a task is commensurate with Satisfactory performance. Failure to meet an AQL constitutes Marginal or Unsatisfactory performance, depending upon the degree to which the AQL has been breached. Exceeding the AQL may constitute Very Good or Exceptional performance, but only if the Government realizes specific benefits, such as a higher quality deliverable or a reduction in contract cost. The Government should exercise care when determining the AQL, and should avoid establishing perfection as the standard except in the rare instance when perfection is required.

Method: This QASP establishes the method of surveillance for each task in the PRS matrix. The appropriate method is one that successfully compares the observed performance with both the performance standard and the AQL. The primary methods of surveillance are:

● Random monitoring – Monitoring shall be performed by the CO, CS, or COR as the designated inspectors.

● Periodic Inspection – CO, CS, or COR shall typically perform periodic inspections on a monthly basis, but may be at varied intervals, as deemed necessary.

● Customer feedback/complaints – If customer feedback/complaints are received or indicated, the CO, CS, or COR shall inspect performance of services to resolve and/or document the feedback or incident.

● Random Inspection- Inspection can occur at any time at the CO,CS and COR’S discretion.

● 100% Inspection- Every instance of the deliverable is inspected to ensure it meets the required standards. Inspection can occur at any time at the CO,CS and COR’S discretion.

● Random Onsite Inspection-Unscheduled (3 day notice) inspections conducted at the service location to directly observe performance. These inspections provide a real-time assessment of service delivery and adherence to standards. The CO, CS, or COR will select a random date (3 day notice) to observe the work being performed.

However, the method selected is not necessarily limited to these options. Rather, the method selected may be tailored to a task to successfully determine whether observed performance meets the established standard and AQL. A best practice is to establish in the description of the method the individual(s) responsible for the surveillance (the “who”) as well as “how” surveillance will be accomplished. The contract COR will utilize the QAMF, Section 7.1, established in this QASP to document completion of surveillance in accordance with the method described.

Frequency: This QASP PRS establishes the frequency of surveillance for each task in the PRS matrix. The frequency of surveillance must be tailored with respect to the task, performance standard, AQL, and method.

The contract COR will utilize the QAMF to document the date on which surveillance occurred to demonstrate compliance with the frequencies established in this QASP. For example, a monthly status report to be surveyed via 100 percent inspection must be completed monthly.

Applicable CPAR Factor(s): This QASP associates each surveillance activity with an applicable CPAR factor.

Regular assessment of contractor performance using the CPAR Factors established in FAR 42.1103(b)(4) (GSA Class Deviation RFO-2025-42) (e.g., Exceptional, Very Good) will support CPARs completed either annually, or at the conclusion of performance. IPTs should consult FAR 42.1103(b)(4) (GSA Class Deviation RFO-2025-42) when determining which CPAR factors are applicable to a particular task and the associated surveillance.

6. THE QASP PERFORMANCE REQUIREMENTS SUMMARY MATRIX

Performance Standards Quality Levels. The following table provides the required contract performance standards.

Task Performance Standard

Acceptable Quality Levels

Method of Surveillance Frequency

Applicable

CPAR

FACTORS

Base Access (PWS, Section C.4.1)

Submission of all employee and truck information that is being used for the delivery in order to obtain base access within 15 days of contract award.

100% If not compliant after 15 days of contract award is subject to a $300 (USD) per day fine.

-Periodic sampling

-Random Inspection

15 days after award and unscheduled checks throughout the life of contract.

-Regulatory Compliance

-Schedule

Delivery time standard (PWS, Section C.3.3.a)

The contractor shall deliver all items to the Hawaii destination specified in the delivery order (DO) from GSA within 3 business days of receipt.

97.5% Delivered on-time & calculation based on DO and vendor proof of delivery to the DO address.

-100% Inspection

-Customer feedback

Daily -Schedule

Backorder Fulfillment

C.3.4.d)

The contractor shall fill all backorders within 20 days after receipt of DO.

100% of the time the backorders shall be delivered 20 days after.

-Periodic Inspection

Random -Quality

-Schedule

Backorders* (PWS, Section C.3.4.d)

*Backorders are deliveries not made within 3 business days upon receipt of DO from

GSA.

No more than 2.5% backorders for each quarter of each fiscal year.

2.5% This quarterly calculation is based on the total number of customer orders backordered divided by the total number of customer orders placed.

100% of the time backorders shall not rise above 2.5% in any given quarter.

-100%

Quarterly -Schedule

Large Orders during Full Operational Capability (FOC) Period (PWS, Section C.5.2.1)

Large Orders are eliminated by 90% within six months of contract award.

100%

-Periodic

Weekly during the first 6 months after contract award.

-Quality

-Schedule

Onsite warehouse inspections (PWS, Section C.5)

These warehouse inspections will check compliance with various terms and conditions stated throughout the PWS.

100% -Random Onsite Inspection

Unscheduled (3 day notice)

-Quality

-Regulatory Compliance

Bi-Weekly Inventory Reports (PWS, Section C.5.3.1.a)

The contractor shall submit a Bi-Weekly Inventory Report to support QASP surveillance and backorder risk management. The report shall be submitted in Excel format via email to the Program Manager, Project Manager, Contracting Officer Representative (COR), and Contracting Officer.

100% of the time the report shall be submitted by the end of the Bi-Weekly period.

-Periodic Inspection

Bi-Weekly

(every two weeks, on the last Friday or business day of that second week)

-Schedule

-Management

Quarterly Inventory Reports

5.3.1.b)

The contractor must submit a quarterly Inventory Report detailing stock on hand and due-in quantities for each NSN, and identifying High Demand NSNs. The report should also include the stock out rate and explanations for any contract non-compliance.

of the time the report shall be submitted by the end of the quarterly period.

(End of each Quarter:

December 31st, March 31st, June 30th, September 30th)

Annual surge readiness assessment (PWS, Section C.5.3.1.c)

The contractor shall submit an annual Surge Readiness Assessment Report outlining their plans to handle a minimum 30% increase in demand for the 4th quarter surge for each NSN item.

of the time the report shall be submitted by May 31st of each year during the life of the contract.

-100% inspection by May 31st of each year

-Managment

Weekly Backorder Report (PWS, Section C.5.3.2.a)

The contractor shall submit weekly backorder reports.

100% of the time the report should be submitted weekly.

-Periodic inspection

Weekly

Monthly Delivery Report (PWS, Section C.5.3.2.b)

The contractor shall submit a monthly report detailing delivery times from the previous month. The report should be emailed to the Program Manager, Project Manager, COR (Contracting Officer Representative), and Contracting Officer.

100% of the report should be submitted monthly.

-Periodic Inspection

By the 15th of each Month

Delivery Report

C.5.3.2.c)

The Contractor is required to provide a quarterly delivery performance report.

This report must analyze delivery times and include detailed explanations and justifications for any instances where

100% of the report should be submitted quarterly.

contract requirements were not met.

Annual Delivery Report (PWS, Section C.5.3.2.d)

The Contractor shall provide an annual performance This report must include a summary of delivery times, a comprehensive performance analysis, and justifications for any failures to meet contract requirements.

100% of the report should be submitted annually.

By October 31st of each year annually

On Demand Reports (E-Portal) (PWS, Section 5.3.4)

The e-portal shall provide readily accessible, downloadable reports regarding Trade Agreements Act (TAA) compliance, Ability One compliance, and any other applicable mandatory source compliance. The Contracting Officer and COR shall have ad hoc access to download these reports.

100% of the reports must be available for download at all times.

-Random Monitoring

Daily -Schedule

Customer Service Response Time

C.5.4) respond to customer inquiries, complaints, or issue resolutions within 24 hours. If the 24-hour period ends on a non-business day, the response shall be provided by the end of the next business day.

95% Review of response times through emails logs, help desk tickets, and customer feedback.

-Customer feedback/ Complaint

Random -Management

-Quality

Returns and Defective Items Management (PWS, Section C.5.4.1)

The contractor shall process and resolve returns and defective item claims within 10 business days of notification.

97% of the time returns and defective claims resolved within business days of notification.

-Customer feedback/ complaint

Random -Quality

Annual Cybersecurity Supply Chain Risk Management

(C-SCRM)

Plan

C.5.5 ) submit C-SCRM reports in accordance with the PWS.

100% of the time must be submitted no later than 60 calendar days before the end of each contract year.

-Periodic Inspection

Annually -Regulatory Compliance

7. PERFORMANCE ASSESSMENT

The government shall inspect and evaluate the contractor’s performance to ensure services are received in accordance with requirements set forth in this solicitation. The COR will use the contractor’s work schedule or modified version thereof to record validation results. Results of the validation then become the official record of the Contractor’s performance. When a performance threshold has not been met or contractor performance has not been accomplished, the COR will initiate and provide the CO a Performance Assessment Report (PAR) for issuance to the contractor. The contractor shall respond to the PAR instructions provided and return it to the CO within 10 calendar days of receipt. The government will rely to the maximum extent on the Contractor’s Quality efforts to ensure requirements are met with periodic validation of the contractor quality system by the COR.

Performance below the required threshold for performance objectives in any one-month period may result in a warning or letter of concern from the CO. Performance below the required threshold for performance objectives for any two, or more consecutive or non-consecutive months during a contract period shall constitute an immediate Progress Meeting with the CO, CS, and COR.

7. 1 The Quality Assurance Monitoring Form (QAMF)

The Government will use the surveillance methods cited in the PRS to determine whether the performance standards and AQLs have been met by the contractor. The COR will document the Government’s quality assurance surveillance using the monitoring form using Attachment 1, QAMF Template. If the contractor has not met the AQLs, the contractor may be required to develop a Corrective Action Plan (Attachment 3) to show how and by what date it will bring performance up to the required levels.

The COR will upload a copy of the completed QAMF to the ECF as frequently as needed to comply with the PRS or at least once every three months. Completed QAMFs will be uploaded to ECF Tab 47, Surveillance.

8. THE COR REPORT

A Quarterly COR report must be completed in accordance with FAS PAP 2020-03, and the controlling COR SOP. CORs should refer to the Template for the quarterly COR report, which is provided for by way of a separate document. Regular completion of the QAMF will support completion of the Quarterly COR Report, and inform its contents.

Timing for completion and filing of the Quarterly COR Report is dependent upon the award date of the applicable contract. As this contract was awarded on (TBD), Quarterly COR Reports associated with this QASP will be completed by the final days of (TBD names of the applicable months).

Each Quarterly COR Report will be completed in accordance with the instructions provided in this with FAS PAP 2020-03 and filed under Tab 47, Surveillance, of the ECF.

9. QUALITY CONTROL

The contractor shall develop and maintain a quality control program/plan to ensure compliance with the requirements set forth in the solicitation and listed in this QASP. The contractor shall develop and implement procedures to identify, prevent, and ensure nonperformance and continual repeat of defective service does not occur.

10. ATTACHMENT LIST

ATTACHMENT 1 - QUALITY ASSURANCE MONITORING FORM TEMPLATE

ATTACHMENT 2 - CORRECTIVE ACTION PLAN TEMPLATE

ATTACHMENT 1 - QUALITY ASSURANCE MONITORING FORM TEMPLATE

QUALITY ASSURANCE MONITORING FORM

Quality Assurance Monitoring Form

Contract Number: INSERT CONTRACT NUMBER Task Order Number: INSERT TASK ORDER NUMBER OR N/A

Contractor: INSERT CONTRACTOR NAME COR: INSERT COR

Surveillance Period: INSERT DATES

TASK

PWS

CITATION

PERFORM

ANCE

STANDARD

ACCEPTABL

E QUALITY

LEVEL (AQL)

METHOD

OF

SURVEIL

LANCE

FREQUENCY DATE OF

MONITORING

CONTRACTOR

MET AQL

SUPPORTING

NARRATIVE

Insert ALL Tasks from PRS matrix in Section 4.1

Insert PWS citation

Insert Performance

Standard from PRS matrix in

Section 4.1

Insert AQL from PRS matrix in

Section 4.1

Insert Method of Surveillanc e from PRS matrix in

Section 4.1

Insert Frequency from PRS matrix in

Section 4.1

Insert the date(s) monitoring occurred or N/A if monitoring was not required for this task during the surveillance period.

Select Yes, No, or N/A if monitoring was not required for this task during the surveillance period.

Provide a narrative of contractor performance or

N/A. Include specific examples or analysis if the

AQL was not met.

Reference any other supporting documentation and its location in the contract file, if applicable.

Narrative should provide ratings for the applicable

CPAR factors.

ATTACHMENT 2 - CORRECTIVE ACTION PLAN TEMPLATE

Corrective Action Plan

Contract Corrective Action Plan

1. Administrative Information

Contract Number/Task Order Number:

Report Number:

Issue to (Contractor, Name, Title):

Issue by (COR):

Date of Issue:

Area of Concern (PWS Section, PRS #):

Suspense Date:

2. Description of Area of Concern (Describe in Detail and Ref. PWS (choose one) Section)

Finding 1 Impact

Finding 2 Impact

3. Contractor Response Insert a written Corrective Action Plan that details the corrective action of the Areas of Concern cited. Include the cause and actions taken to prevent recurrence by Suspense Date.

4. Government Response and Actions Taken COR Response to Contractor Corrective Action Plan and Action Taken to Prevent Recurrence - Indicate Acceptance, Partial Acceptance, Rejection with Rationale.

Insert CO Action: (If applicable, reduced payment, cure notice, show cause, other)

5. Closeout

Name, Title Signature Date

Contractor Notified

Client Representative

COR/CO

Corrective Action Plan