Attachment 5 - IDIQ QASP.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Contract Title: Electromagnetic Spectrum (EMS) Services Applied Engineering, Spectrum and Electromagnetic Environmental Effects (E3) Engineering Analysis Support

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.

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 – Not Applicable

4. Primary Method of Surveillance: Acceptable surveillance methods for this contract will include any combination of the following, specified at the task order (TO) level QASP:

· 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:

Tasks 6.1, 6.2, 6.3, 6.4, 6.5, 6.6, 6.7, and 6.8

· Briefings

· Slides

· DD Form 1494

· Monthly status reports

· Kick-Off Meeting

· Management & Staffing Plan

· Transition In/Out Plans

· All other documentation prepared for PAE Transport

Technical Requirements: Percentage of technical requirements contained in the PWS that were met by the contractor. In addition, the deliverable must be complete and free from major technical errors before being accepted by the government. Meeting 95% of the requirements and being complete and free of major technical errors is an AQL.

At most, reports should contain only minor technical errors that, although they are minor, require fixing prior to delivering the final product to a sponsor. These technical errors should have no, or a very minor impact on the final conclusions drawn in the report.

All relevant data must be included in the report. Conclusions must be fully supported by data and information in the report. The report must be accurate. Reports should reflect innovative solutions or unique insights to resolve problems.

Reports shall not require multiple returns to the contractor for editorial re-work prior to being accepted by PAE Transport, user, or sponsor. Re-work of the documents must not result in unacceptable schedule delays. The schedule will be specified at the TO level.

PAE Transport approved report format should be used unless other provisions are stipulated at the beginning of the task.

Minimal report rework post-delivery is an AQL.

Schedule Requirement: AQL is that the reports are delivered on time and will be specified at the TO level. The delivery date is the date the contractor provides the final deliverable to the Government.

Cost Requirement (if applicable): AQL is achieved when the invoices charged do not exceed 105% of planned costs.

Refer to Specific TO.

Task 6.2

· Environmental Analyses

· Cosite Analyses

· EMV Analyses

· RADHAZ Analyses Technical Support AQL: Performance occurs 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.

Adequate preparation and participation in meetings and conferences is expected. If materials are presented for meetings and presentations or documents prepared, they must be accurate and professional and must require minimal editorial rework.

If database entries/outputs are required, the entries and outputs must be accurate and in the appropriate format. If ad hoc analyses are performed, the analyses must be accurate and meet the sponsor's requirements, as defined in the TO PWS.

Appropriate response (in-house analytical and deployed staff) must be provided to resolve interference events.

Cost Requirement (if applicable): AQL is achieved when the invoices charged do not exceed 105% of planned costs.

Refer to Specific TO.

Task 6.3

· SSRA Regulatory Component

· Technical Component

· Operational Component

· E3 Assessment Performance occurs with no required reperformance of analyses or re-work of final deliverable at least 95% of the time. Problems that occur are minor and are resolved in a satisfactory manner.

Reperformance and re-work must not result in unacceptable schedule delays. The schedule will be specified at the TO level.

Cost Requirement (if applicable): AQL is achieved when the invoices charged do not exceed 105% of planned costs.

Refer to Specific TO.

Task 6.4

· Frequency Allocation Support

· HN Support Assessments Performance occurs with no required re-performance of analyses or re-work of final deliverable at least 95% of the time. Problems that occur are minor and are resolved in a satisfactory manner.

Reperformance and re-work must not result in unacceptable schedule delays. The schedule will be specified at the TO level.

Cost Requirement (if applicable): AQL is achieved when the invoices charged do not exceed 105% of planned costs.

Refer to Specific TO.

Reperformance and re-work must not result in unacceptable schedule delays. The schedule will be specified at the TO level.

Cost Requirement (if applicable): AQL is achieved when the invoices charged do not exceed 105% of planned costs.

Refer to Specific TO.

Reperformance and re-work must not result in unacceptable schedule delays. The schedule will be specified at the TO level.

Cost Requirement (if applicable): AQL is achieved when the invoices charged do not exceed 105% of planned costs.

Refer to Specific TO.

Reperformance and re-work must not result in unacceptable schedule delays. The schedule will be specified at the TO level.

Cost Requirement (if applicable): AQL is achieved when the invoices charged do not exceed 105% of planned costs.

Refer to Specific TO.

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 and may be through the PAR template (Appendix 2). 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. The contractor shall inform its employees in writing of contractor employee whistleblower rights and protections as required by DFARS 252.203-7002, Requirement to Inform Employees of Whistleblower Rights. The contractor shall also ensure that the clause is included in all subcontracts.

8. Acceptable Quality Level (AQL): Reference Section 5 for AQLs for each performance standard.

9. Evaluation Method:

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.

The performance standards shown in section 5 will be used to evaluate the contractor’s performance with respect to technical quality, timeliness, and schedule.

10. Performance Rating

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

Appendix 1 - Surveillance Matrix

Performance Standards Acceptable Quality Levels Methods of Calculation

Information Technology (IT) Service Integration and Delivery Performance Management

High level of (xyz) satisfaction with Contractor delivery management of IT Services (includes the Service Desk services and the SITEC).

Target Criteria:

90% of all survey respondents are Satisfied, More Than Satisfied, or very Satisfied

Minimum Acceptable:

> 85% of all survey respondents are Satisfied, More Than Satisfied, or Very Satisfied with Contractor delivery management of all SITEC IT Services Calculation:

The number of users who were Satisfied, More Than Satisfied, or Very Satisfied divided by the total number of completed surveys returned.

At least XX(insert number) Government personnel must complete and return surveys for the results to have at least a 90% confidence factor with a 5% error rate.

Measurement Interval – The Measurement Interval is three (3) months for the first year and then every six (6) months thereafter.

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 surveys containing satisfaction criteria specified by (xyz) that are either developed internally by (xyz) personnel or by a (xyz) selected impartial 3rd party.

Method of Surveillance – Customer feedback. The Government will issue customer satisfaction surveys to designated Government SITEC management representatives from (xyz) (Contractors cannot participate), , and survey responses will be tabulated to determine overall satisfaction with Contractor delivery management of IT Services using a five (5) category scale. The scale is: Dissatisfied, Less than Satisfied, Satisfied, More than Satisfied, Very Satisfied.

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 Service Level Agreement (SLA) and / or QASP attainment to periods survey. Quarterly survey reporting from (xyz) during the first year, semi-annual thereafter.

(Exceptional Very Good Satisfactory Marginal Unsatisfactory)

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

Appendix 2 – Performance Assessment Report

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 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

Template updated August 2024