Attachment 4- QASP - Detainee Library Services.docx

Joint Detention Group (JDG), Joint Task Force - Guantanamo Bay (JTF-GTMO) Detainee Programs

Quality Assurance Surveillance Plan

29 FEBUARY 2024

I NOTE: THIS QASP 15 PROVIDED AS AN ATTACHMENT TO THE SOLICITATION.

TABLE OF CONTENTS

1. Overview

2. Description of Services

3. Roles and Responsibilities

4. Contract Quality Requirements

5. Government Surveillance

6. Non-Conforming Performance

7. Data Analysis

8. Acceptance of Services

9. Monthly COR Activity Report

10. Contractor Manpower Reporting (CMR)

11. Quality Assurance Surveillance File

12. Contractor Performance Assessment Reporting System (CPARS)

13. Record Retention

14. QASP Changes

15. Combating Trafficking in Persons (CTIP)

1. OVERVIEW

1.1 Purpose. The purpose of this plan is to identify the methods and procedures the Government will use to ensure it receives the services/products under this contract as identified in the Performance Work Statement (PWS).

1.2 Intent. The intent of this plan is to hold the Contractor accountable for quality control and to encourage the contractor to take appropriate steps to control and improve quality. Contractor is responsible to develop an efficient methodology to ensure they meet and/or exceed the required thresholds of service as outlined in this acquisition. The Government intends to perform surveillance on this contract in accordance with this Quality Assurance Surveillance Plan (QASP) but reserves the right to monitor the contract in any manner necessary, at any times necessary, and at all places necessary to ensure that the rendered services conform to contract requirements. The Government reserves the right to perform quality assurance at the subcontract level and perform quality assurance at the contractor's place of business, if applicable. Non conforming services discovered with subcontractors will be addressed with the prime contractor for resolution.

2. DESCRIPTION OF SERVICES

2.1 Contract. The government will award a Firm-Fixed Price contract with a Requirements Contract Line Item (CUN).

3. ROLES AND RESPONSIBILITIES.

Contracting Officer (KO) - A person duly appointed with the authority to enter into, administer and terminate contracts on behalf of the Government. The KO is the only person who can legally commit the Government and only the KO, as the Government's agent, can modify the contract/order. The KO is the final authority for determining the adequacy of the Contractor's performance. KO decisions arising under or relating to the contact are final.

Contracting Officer's Representative (COR) - An individual designated in writing by the KO to perform specific technical and administrative functions within the scope and limitations of their written appointment (e.g., surveillance of Contractor's performance, accept services). The COR is not empowered to make any contractual commitments or authorize any changes to the order/contract or in any way obligate additional funds by the Government; such authority rests solely with the KO.

4. CONTRACT QUALITY REQUIREMENTS

4.1. Quality Control Program. The Contractor's Quality Control Program requirements are defined in Part 1.6 of the PWS. The Contractor shall develop, maintain, enforce and document a Quality Control Plan (QCP) which complies with the requirements of this contract and outlines how they will ensure the Government will receive all the services required by the contract at the specified quality level.

4.2. Government Quality Assurance. The Government will perform Quality Assurance oversight of the Contractor and Contractor's QCP IAW with this QASP to ensure acceptable levels of contract performance are achieved and that the contractor is performing acceptable levels of Quality Control to ensure fully acceptable services are provided.

5. GOVERNMENT SURVIELLANCE

5.1. Methods of Surveillance include but are not limited to:

· 100% Inspection - Reserved for the highest risk areas where consequence of failure is high (i.e.life or limb are threatened) or there is likelihood of mission failure.

· Random Sampling - When a service is performed relatively frequently, and a statistically valid sample can be selected for audit. The most appropriate method for frequently recurring tasks.

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

· Customer Feedback - Not necessarily a valid method of surveillance but a good indicator for areas surveillance should be conducted or intensified.

5.2. Monthly Surveillance Schedule. The COR will develop a monthly schedule of surveillance activities based on the Performance Standards as outlined in the Performance Requirements Summary (PRS)(The PRS will be an attachment to this QASP) as well as any other critical contractual requirements determined to be higher risk requiring oversight. The surveillance outlined in the monthly schedule will be as detailed and in-depth as necessary to provide the Government with the objective quality evidence required to support acceptance of the services provided by the Contractor. The schedule will provide planned periodic surveillance during all required hours of the Contractor's operation. The schedule is "FOR OFFICIAL USE ONLY" and is not releasable to anyone other than authorized Government personnel. The schedule will identify the method of surveillance, the date of inspection, place of inspection, activity to be monitored, and who will conduct the surveillance (dates and times can be altered without a formal change to the schedule as long as all inspections are performed). The 410th CSB surveillance schedule shall be used to plan and scheduled monthly surveillance. The monthly schedule will be completed no later than seven calendar days prior to the beginning of the period it covers and a copy uploaded into SPM.

5.3. Inspection instructions/checklists. The COR will develop inspection instructions/checklists for all planned inspections which may require special instructions on how to perform the inspection, what observations should be made with specific details of what to identify for acceptable performance. The 410th Surveillance Checklist shall be used for the above purpose.

5.4. Documentation of Inspections. All inspections/observations will be documented and will include as a minimum date and time, who performed the inspection, what was inspected, to what standard and the results. Successful or exceptional performance will be documented as well as deficiencies in Contractor performance. Documentation will be maintained for future reference, audit, and proof of inspection and past performance documentation. The 410th Surveillance Checklist shall be used for the above purpose.

6. Non-Conforming Performance. The COR will notify the Contractor, in person, each time an unacceptable observation has been recorded and ask the Contractor to correct the problem or re-accomplish the service. All valid non-conformances observed by the Government will be documented! The COR will record the contract requirement, the specific deficiency to the requirement, the date and time it was discovered, and have the Contractor initial the entry. The Contractor will be given a timeline after notification to correct the deficiency in accordance with requirements of the contract. Deficiencies that cannot be corrected within the identified timeline will be reported to the KO. The approved 410th CSB nonconformance report (NCR) form shall be used to document all contractual nonconformance' to include issues. All NCRs shall be logged into the NCR Log. Only KOs shall issue NCRs to the contractor.

6.1. Customer Feedback. For customer feedback or complaints, it is recommended that the Customer Complaint Record DA Form 5477 http://armypubs.army.mil/eforms/pdf/A5477.PDF be used. However, customer feedback can be in any form, verbal or written but no matter the format the COR will maintain a record of the feedback positive or negative.

a. If immediate response to a complaint is required, the COR will provide the response to the requester as soon as practical.

b. The COR will conduct an investigation to determine the validity of any negative comments received.

c. If the negative comment is determined not to be valid, if possible, the COR will inform customer of the reason(s) as soon as practical.

d. For validated negative comments that are true contractual non-conformances see paragraph 6 of this document. If this non-conformance is a more serious (systemic in nature) deficiency or recurring deficiency that could indicate a trend the COR should see paragraph 6.2 of this document.

e. The COR will follow up with the customer of the corrective action taken by the contractor, if applicable.

6.2. Non-Conformance Reports (NCR). The COR will report more serious (systemic in nature) deficiencies or recurring deficiencies that could indicate a trend by using the 410th CSB non-conformance report. The Non-Conformance Report will state the Contract Requirement, the specific contract reference and the specific violation (s) to the requirement. The COR will forward copies of Non-Conformance Report to the KO within one working day. The KO will notify the Contractor and request corrective action to the specific non-conformance, identification of the root cause and corrective action for the root cause with a required suspense date. The KO may require the Contractor to re-perform any services that do not meet contract requirements at no additional cost to the Government. The Contractor will return a copy of the completed and signed Non Conformance Report along with their Corrective Action Plan (CAP) to the KO for review, approval and inclusion in the contract/order file. The KO should include the COR in the review of the CAP and re-inspection of services that were found deficient to ensure the CAP included adequate root cause analysis, corrective action for the root cause and that it was accomplished in the timeframe agreed upon. The KO and COR will not consider the NCR closed until all deficiencies have been corrected and all agreed upon actions of the CAP have been completed. Contractor's failure to follow through and complete corrective actions will be reported immediately to the KO for further action. (Note: if the COR has to repeatedly perform re-inspection there could be a Government re-inspection cost which could be recovered from the Contractor). The COR will also follow-up after the Contractor has completed the corrective action to ensure that the Contractor's corrective action was sufficient to preclude recurrence.

7. Data Analysis. COR shall perform and document analysis of available data monthly and make adjustments to surveillance schedule as required based on results of analysis. Analysis shall be used to look for and document trends in performance which may indicate shifts in performance risk that could result in increased or reduced surveillance. Data can be based on Government observations or Contractor observations. Negative trends noted using Government observations could result in issuing Contractor a Contract Deficiency Report (CDR). Trends noted using Contractor data should never result in a CDR unless the Contractor is not addressing the negative trend. Documentation of data analysis will be in the Monthly COR Status Report.

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 upon satisfactory completion of the work. This is done by approving the Contractor's invoice in Wide Area Workflow https://piee.eb.mil/piee-landing/.

9. COR Monthly Status Report. By the last working day of the month, the COR will complete a COR Status Report (Smartform) within the Surveillance and Performance Module (SPM) for KO review and acceptance or rejection. The COR will use the criteria listed below when rating the Contactor's Quality of Work. In the Contactor's Quality of Work comment box the COR will include a summary of inspections performed, summary of customer complaints, summary of contract discrepancies, recommended adjustments to surveillance and any other pertinent contract activities. In the individual question comments box, the COR will include a detailed summary of observations as it pertains to the individual question.

.Contractors Quality Of Work Contractor quality of work ratings and criteria are described below:

Performance I Criteria Rating Exceptional Performance meets contractual requirements and exceeds many of the government's benefits. The contractual performance of the element or sub element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

Very Good Performance meets contractual requirements and exceeds some of the government benefits. The contractual performance element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were highly effective.

Satisfactory Performance meets all minimum contractual requirements. The contractual performance of the element or sub element contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Marginal Performance does not meet some contractual requirements. The contractual performance of the element or sub element being assessed reflects a serious problem for which the contractor has not yet identified corrective actions.

The contractor's proposed actions appear only marginally effective or were not fully implemented.

actions appear or were ineffective.

10. Contractor Manpower Reporting. The COR shall verify Contactor has complied with the required contractor manpower reporting and document any observations.

11. Quality Assurance Surveillance File: The official COR Contract File will be maintained within SPM application contained within Procurement Integrated Enterprises Environment (PIEE) (https://piee.eb.mil/piee-landing/) per DoD 5000.72. The Quality Assurance, or COR Surveillance file shall contain the following as applicable:

a. Copy of the COR designation letter from the KO, any changes to that letter, and any termination letters.

b. Training Certifications for COR and refresher training.

c. Copy of the contract and all contract modifications.

d. Copy of the applicable Quality Assurance Surveillance Plan (QASP).

e. Copy of the contractor's Quality Control Plan (QCP)

f. All correspondence initiated by authorized representatives (Contractor or Government) concerning performance of the contract.

g. Names, position titles and contact information of all key personnel assigned to this contract both Government and Contractor.

h. Monthly surveillance schedules.

i. Surveillance Checklists

j. Records of all inspections performed and the results.

k. Customer Feedback.

I. Memoranda for record of minutes of any meeting, telephone conversations and discussions with the contractor or others pertaining to the contract or contract performance.

m. Documentation pertaining to acceptance of services, reports or data

12. Contractor Performance Assessment Reporting System (CPARS). Documented surveillance data IAW this QASP will be used as objective data to support CPARS ratings. The inclusion of detailed documented inspection results provides objectivity to CPARS reporting. CPARS will be accomplished annually or at the end of a Task Order whichever occurs first.

13. Record Retention. All records will be retained for the life of this contract. The COR/QAE shall ensure all record are uploaded into SPM and all hard copies will be forward to the KO upon completion of the contract order.

14. QASP Changes. The QASP is a living document and, as such, may be changed as needed. However, the KO must approve changes. The COR will submit recommended changes to the KO for approval. Once approved, the COR will upload the newest version into SPM.

15. Combating Trafficking in Persons (CTIP). Tier 1 Locations, Contracting Officer Representative (COR) shall ensure contractor are in compliance with FAR 52.222-50. For Tiers 2, 2 watch list (WL), and 3 locations, CORs shall ensure contractors are in compliance with tier 1 requirements but also will perform spot checks, reviews, assess, and speak with government representatives, contractor, and subcontractor employees to assess if there are indicators of CTIP. If indicators are identified, notify the contracting officer immediately. The 410th CSB CTIP checklist shall be used when conducting CTIP checks and surveillance. CTIP surveillance reporting are completed biannual, so checklists shall be submitted to the contracting officer NLT the last working day of June and NLT the last working day in November.

Requirements Table

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Threshold Method of Surveillance

PRS#1

Combating Trafficking in Persons [FAR Clause 52.222-50 c] The Contractor shall

(1) Notify its employees of:

a. The United States Government's policy prohibiting trafficking in persons, described in paragraph (b) of this clause; and

b. The actions that will be taken against employees or agents for violations of this policy. Such actions for employees may include, but are not limited to, removal from the contract, reduction in benefits, or termination of employment; and

(2) Take appropriate action, up to and including termination, against employees, agents, or subcontractors that violate the policy in paragraph (b) of this clause.

100% Compliance 100% Inspection, COR

Validation

PRS#2

The Contractor shall maintain required security clearances. [PWS para. 1.6.7.4, 1.6.10.6, 1.6.10.7, 1.6.10.8 & 4.2]

Compliance 100% Inspection, COR Validation

PRS#3

The Contractor shall NOT disclose information without authorization. [PWS para. 1.6.15, 1.6.16, 1.6.17] The Contractor –

(1) provides signed NDAs to the Government prior to commencement of work; and

(2) Shall NOT disclose information without authorization.

(1) 100% Compliance

(2) Zero (0) validated complaints

(1) 100% Inspection, COR Validation

(2) Validated customer complaint received by COR

Threshold Method of Surveillance

PRS#4

The Contractor shall observe regular duty hours. [PWS para. 1.6.4]

PRS#5

The Contractor shall NOT circulate or add material to the library collection that violates JTF-GTMO standards and policies. [PWS para. 5.1.2, 5.1.3, 5.1.5 & 5.1.7] The Contractor ensures all materials (e.g., books, magazines, newspapers, movies, etc.) are culturally appropriate and are vetted prior to circulation or addition to the library collection.

No issuance of material that in not in accordance with JTF- GTMO policies

Random Sampling, COR Validation

PRS#6

The Contractor shall circulate library materials to all detainees. [PWS para. 5.1.2, 5.1.3, 5.1.5 & 5.1.7]

The Contractor circulates library materials (e.g., books, magazines, newspapers, movies, etc.).

COR Validation

PRS#7

The Contractor shall screen all returned library materials.

[PWS para. 5.1.7]

The Contractor screens all returned materials for defacement, notes, messages, graffiti, or any other damage and reports it to Detainee Programs staff.

100% Compliance Random Sampling, COR Validation

PRS#8

The Contractor shall distribute and collect all Korans issued to the detainee population.

[PWS para. 5.1.10] The Contractor follows all applicable JTF- GTMO policies and procedures for the distribution and collection of Korans issued to the detainees.

customer complaint received by

COR

Threshold Method of Surveillance

PRS # 9

The Contractor shall provide necessary personnel to instruct seminars. [PWS para. 5.2.1] The Contractor hires male personnel fluent in Arabic and/or Pashto, as well as English, to teach the seminars.

Zero deviation from standard 100% Inspection, COR

Validation

PRS # 10

The Contractor shall instruct seminars to detainees. [PWS para. 1.3, 5.2] The Contractor instructs seminars to detainees on a variety of subjects.

100% Compliance Random Sampling, COR

Validation

PRS # 11

The Contractor shall develop a POI for each seminar subject taught. [PWS para. 5.2.4]

The Contractor develops a POI for each subject and submits to the COR a minimum of fifteen

(15) business days prior to the start of each new seminar.

No more than one (1) validated complaint per quarter Validated customer complaint received by

COR

PRS # 12

The Contractor shall begin seminars on time and report any problems promptly. [PWS para. 5.2.13]

The Contractor begins all seminars on time and reports any problems during the seminars to the Detainee Programs OIC/NCOIC as soon as practical.

No more than one (1) validated complaint per quarter

Validated customer complaint received by

COR

PRS # 13

The Contractor shall submit all reports in a timely manner IAW the PWS and Deliverables Schedule.

[PWS para. 1.6.2, 5.1.11, 5.2.16, 5.2.17, 5.2.18, 5.2.19]

The Contractor submits all reports IAW the PWS and Deliverables Schedule.

No more than one (1) validated complaint per quarter

Validated customer complaint received by

COR

ATTACHMENT 2 DELIVERABLES SCHEDULE

Copies Medium/ Format Submit to

Reports of issues affecting Performance [PWS para.1.6.2] Within five (5) business days of verbal report

Contract Manager name and contact information [PWS para. 1.6.8] No later than fifteen (15) calendar days after award

Non-Disclosure Agreements [PWS para. 1.6.16] Prior to commencement of work

Phase-in Plan [PWS para. 1.6.8 & 1.6.18]

Evidence of SPOT registration of all on-site employees [PWS para. 1.6.18.13 & 1.6.21] No later than thirty (30) calendar days after award

Contractor comments on Performance Assessment Reports [PWS para. 1.6.18.14]

Proof of DBA Insurance [PWS para. 1.6.18.15] No later than thirty (30) calendar days after award and no later than thirty (30) calendar days prior to the beginning of any option years

Detainee Library Status Report (DLSR) [PWS para. 5.1.11]

POI with instructional materials for each seminar [PWS para. 5.2.4] No later than fifteen (15) business days prior to the start of new seminars

Report of daily attendance [PWS para. 5.2.16]

Report/ Inventory of Seminar Supplies [PWS para. 5.2.17]

Weekly Seminar Schedule [PWS para. 5.2.18] Maintained continuously, changes submitted ten (10) business days prior to implementation

Student Evaluation Report [PWS para. 5.2.19]

Programs

OIC/NCOIC