Attachment 4 TYAD QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Tobyhanna Army Depot (TYAD)

Depot-Wide Signage

Requiring Activity: TYAD Reviewed by:

3/16/2020

X Forrest Green Forrest Green

COR

Signed by: GREEN.FORREST.LESTER.1367450688

Forrest Green, COR Samantha Hartman Engineering Technician Contracting Officer, DOI/IBC/AQD

QUALITY ASSURANCE SURVEILLANCE PLAN

1.0. REQUIREMENT: Tobyhanna Army Depot (TYAD) requires fabrication and installation of interior and exterior signage application depot-wide.

1.1. This QASP applies to:

Contract Number: _________________

Contractor Name (Hereafter referred to as “Contractor”): ______________________________

2.0. PURPOSE:

2.1. This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

2.1.1. What will be monitored.

2.1.2. How monitoring will take place.

2.1.3. Who will conduct the monitoring.

2.1.4. How monitoring efforts and results will be documented.

2.2. 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.

2.3. This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government will coordinate changes with the contractor. Updates will ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions will be retained the contract file.

3.0. GOVERNMENT ROLES AND RESPONSIBILITIES:

3.1. The following personnel will oversee and coordinate surveillance activities.

3.1.1. Contracting Officer (CO) - The CO will ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and will safeguard the interests of the United States in the contractual relationship. The CO will 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.

3.1.2. Contracting Officer’s Representative (COR) – Forrest Green, will serve at the COR. The COR is responsible for the technical administration of the contract, assuring proper Government surveillance of the contractor’s performance and keeping a quality assurance file. At the conclusion of the contract, or when requested by the CO, the COR will 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 any changes they deem may affect contract price, terms, or conditions to the CO for action.

3.1.3. Other Key Government Personnel include: Jason Yeager and Ethan Harner.

4.0. CONTRACTOR REPRESENTATIVES:

An employee of the contractor shall serve as the contractor’s Manager for this contract.

5.0. PERFORMANCE STANDARDS: Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards. The table below identifies the Critical Performance Elements and the respective Performance Standards and Acceptable Quality Levels (AQLs) which the Government will use to determine contractor performance.

Performance Requirements Summary

Performance Objective

Performance Standard/Acceptable Quality Level

Performance Threshold Method of Surveillance

Contractor shall provide all parts, labor, and materials for the fabrication and installation of signs depot-wide

PWS 1.7 - Contractor shall report onsite at TYAD within 48 hours of work order request by COR to verify sizes, wording, locations, and posting of signs

Contractor response time shall be within 48 hours or less 95% of the time. Data to support this metric shall be maintained by the contractor. The contractor shall maintain logs identifying the date and time of receipt of the initial request of all work orders by the COR. This metric shall be reported monthly by the contractor in the monthly activity/significant event report.

Periodic surveillance

Contractor shall provide all parts, labor, and materials for the fabrication and installation of signs depot-wide

PWS 1.9 – Contractor shall present a paper sample of signs, for approval by the COR prior to fabrication of signs within five (5) business days after work order request.

Contractor response time shall be within five (5) business days or less 95% of the time. Data to support this metric shall be maintained by the contractor. The contractor shall maintain logs identifying the date and time of receipt of the initial request of all work orders by the COR and the date and time of COR approval. This metric shall be reported monthly by the contractor in the monthly activity/significant event report.

Periodic surveillance

Contractor shall provide all parts, labor, and materials for the fabrication and installation of signs depot-wide

PWS 1.11 – Contractor shall complete, deliver, and install signs in their proper locations within ten (10) business days of receipt of work order

Contractor response time shall be within ten (10) business days or less 95% of the time. Data to support this metric shall be maintained by the contractor. The contractor shall maintain logs identifying the date and time of receipt of the initial request of all work orders by the COR and the date and time of COR acceptance.

This metric shall be reported monthly by the contractor in the monthly

Periodic surveillance activity/significant event report.

Contractor shall submit completed 648-C Forms and submit to COR

PWS 12, 12.1, & 12.2 – Contractor shall return the completed ELTY Form 648-C to the TYAD COR in a timely manner so the same may be submitted to Security for processing no later than seven (7) calendar days prior to the visit.

Contractor shall have 100% compliance to this metric.

Periodic surveillance

Contractor complete all security training and certificates and submit to COR

PWS 12.3 – All Contractor personnel working on-site at TYAD shall complete Antiterrorism (AT) Level I Training, iWATCH Army Training, and Operations Security (OPSEC) Training within ten (10) calendar days prior to the start of the TYAD Signage contract

Contractor shall have 100% compliance to this metric.

Periodic surveillance

Contractor shall prepare a Job Hazard Analysis (JHA) prior to beginning work and submit to the

COR

PWS 13.3 – The contractor shall complete a one-time JHA prior to the start of work on this purchase order, but no later than ten (10) calendar days prior to the start of the contract.

Contractor shall have 100% compliance to this metric.

Periodic surveillance

6.0. METHODS OF SURVEILLANCE:

6.1. In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. The primary methods of surveillance are:

6.1.1. Random Monitoring, which is performed by the COR.

6.1.2. Periodic Surveillance. This action occurs when the COR or other Government official observes a deficiency. Examples include evidence from accidents, incidents, or delays.

Regardless of where in the line-of-duty the COR observes contractual procedures not being followed, he/she has an obligation to document and report the deficiency to the CO.

6.1.3. Customer Complaint Surveillance. This action is instituted when the COR receives a complaint from a stakeholder regarding contractor service. The COR will obtain the complaint in writing and then investigate to determine its validity. If the complaint is deemed valid, the COR will immediately notify the CO for corrective action. The COR will notify both the Contract Manager and the complainant of the Government’s response to their complaint.

6.2. Regardless of the surveillance method, the COR will always contact the contractor's manager or on-site representative when a defect is identified and inform the manager of the specifics of the problem. The COR, with assistance from Other Key Government Personnel, will be responsible for monitoring the contractor’s performance in meeting a specific performance standard/AQL.

6.3. Surveillance results may be used as the basis for actions (to include payment deductions) against the contractor. In such cases, the Inspection of Services clause in the Contract becomes the basis for the CO’s actions.

7.0. RATINGS:

Use the Contractor Performance Assessment Reporting System (CPARS) and Past Performance Information Retrieval System (PPIRS) metric tools to measure the quality and timely reporting of past performance information.

7.1. Contractor performance will be rated using the Contractor Performance Assessment Reporting System (CPARS) in accordance with FAR 42.1503. Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. Use the rating scale in the ratings table below to determine a positive, neutral, or negative outcome. Use the notes to properly complete CPARS rating documentation.

Ratings Table

Evaluation Ratings Definition

Rating Definition Notes

Exceptional

Performance meets contractual requirements and exceeds many to the Government’s benefit. The contractual performance of the element or sub-element being evaluated was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

To justify an Exceptional rating, identify multiple significant events and state how they were of benefit to the Government. A singular benefit, however, could be of such magnitude that it alone constitutes an Exceptional rating. Also, there should have been NO significant weaknesses identified.

Very Good

Performance meets contractual requirements and exceeds some to the Government’s benefit. The contractual performance of the element or sub-element being evaluated was accomplished with some minor problems for which corrective actions taken by the contractor were effective.

To justify a Very Good rating, identify a significant event and state how it was a benefit to the Government. There should have been no significant weaknesses identified.

Satisfactory

Performance meets 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.

To justify a Satisfactory rating, there should have been only minor problems, or major problems the contractor recovered from without impact to the contract/order.

There should have been NO significant weaknesses identified. A fundamental principle of assigning ratings is that contractors will not be evaluated with a rating lower than Satisfactory solely for not performing beyond the requirements of the contract/order.

Marginal

Performance does not meet some contractual requirements. The contractual performance of the element or sub-element being evaluated 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.

To justify Marginal performance, identify a significant event in each category that the contractor had trouble overcoming and state how it impacted the Government. A Marginal rating should be supported by referencing the management tool that notified the contractor of the contractual deficiency (e.g., management, quality, safety, or environmental deficiency report or letter).

Unsatisfactory

Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the element or sub-element contains a serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

To justify an Unsatisfactory rating, identify multiple significant events in each category that the contractor had trouble overcoming and state how it impacted the Government. A singular problem, however, could be of such serious magnitude that it alone constitutes an unsatisfactory rating An Unsatisfactory rating should be supported by referencing the management tools used to notify the contractor of the contractual deficiencies (e.g., management, quality, safety, or environmental deficiency reports, or letters).

8.0. DOCUMENTING PERFORMANCE:

8.1. Acceptable Performance. The Government will document positive performance. The most common format used for this action will be via CPARs.

8.2 Unacceptable Performance. When unacceptable performance occurs, the COR will inform the contractor and the CO. This will normally be in writing unless circumstances necessitate verbal communication. In any case the communication will be documented and placed in the file.

8.2.1. When it is determined that formal written communication is required, the COR will prepare a Contract Discrepancy Report (CDR) and present it to the contractor's manager or on-site representative. A CDR template is attached to this QASP.

8.2.2. The contractor shall be required to acknowledge receipt of the CDR in writing. The CDR 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 CDR will also state how long after receipt the contractor must present this corrective action plan to the COR and the CO. The Government will review the contractor's corrective action plan to determine acceptability.

8.2.3. Any CDR will become a part of the supporting documentation. The Government will use any completed CDR as part of an overall evaluation of Contractor performance when determining present or future contractual actions.

8.2.4. All communications of contractual performance shall include the CO.

9.0 FREQUENCY OF MEASUREMENT:

9.1. During contract/order performance, the COR will take periodic measurements and analyze whether the negotiated frequency of measurement is appropriate for the work being performed.

9.2. The COR will interact with the contractor at least monthly and meet annually to assess performance and will provide a written assessment.

CONTRACT DISCREPANCY REPORT

1. CONTRACT NUMBER 2. REPORT DATE

3. TO (Contractor and Manager's Name)

4. FROM (Name of COR)

5. DISCREPANCY OR PROBLEM (Describe in detail. Include reference to PWS Directive; attach continuation sheet if necessary.)

6. Contractor CDR Response Due by:

7. SIGNATURE OF CONTRACTING OFFICER

8. CONTRACTOR RESPONSE

8a. TO (Contracting Officer) 8b. FROM (Contractor)

8c. ADDRESS CAUSE, CORRECTIVE ACTION AND ACTIONS TO PREVENT RECURRENCE. Fully respond to the issue(s) identified at Block 6 above. Attach continuation sheet(s) as necessary.

8d. SIGNATURE OF CONTRACTOR REPRESENTATIVE 8e. DATE

9. GOVERNMENT REVIEW OF RESPONSE

COR: Fully address if Contractor response acceptable, partially acceptable, if there is any impact on the contract deliverables and what if any, additional corrective action needed.

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

COR Monthly Report to the Contracting Officer

1. CONTRACT NO / SERVICE:

2. MONTH AND YEAR OF REPORT:

3. CONTRACTOR:

4. METHOD(S) OF SURVEILLANCE:

5. This document is in accordance with the Inspection of Services Clause FAR 52.246-4 or FAR 52.212-4(a) Inspections (for commercial contracts) and the Quality Assurance Surveillance Plan requirements.

6. Complete each of the following and provide detailed explanation. Attach additional documents if explanation is long or requires supporting evidence.

a. Quality of Work:

( ) Exceptional ( ) Very Good ( ) Satisfactory ( ) Marginal ( ) Unsatisfactory

b. Was the contractor’s performance timely: ( ) YES ( ) NO

c. Are there any significant issues that should be brought to the contracting officer’s attention?

( ) YES ( ) NO

d. Action being taken by contractor to correct discrepancies:

( ) YES ( ) NO Discrepancies this month

7. CUSTOMER COMPLAINTS:

a. Number of customer complaints:

b. Number of VALID customer complaints:

8. ADDITIONAL COR COMMENTS:

9. I hereby certify that services have been received and accepted.

COR SIGNATURE / DATE

SAMPLING GUIDE/QUALITY ASSURANCE MONITORING FORMS/INSPECTION

CHECKLIST

SERVICE or STANDARD:

SURVEY PERIOD: ______________________________________________________________

SURVEILLANCE METHOD: _____________________________________________________

LEVEL OF SURVEILLANCE (Check):

☐ Monthly ☐ Quarterly ☐ As needed

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)

PRS Requirements Timeliness Quality of Work Notes

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

Narrative of Performance During Survey Period:

PREPARED BY: _________________________________________ DATE: ________________

CONTRACTOR SIGNATURE: ____________________________ DATE: _________________

6.2. Regardless of the surveillance method, the COR will always contact the contractor's manager or on-site representative when a defect is identified and inform the manager of the specifics of the problem. The COR, with assistance from Other Key Gov...