Attachment 5 - Quality Assurance Surveillance Plan.pdf

SP7000-22-R-1005 South Korea Requirement Attachment 5 - QASP

Quality Assurance Surveillance Plan (QASP)

For 60 Month Lease of 1907 MFDs – SOUTH KOREA Contract Number: [upon award, enter contract number] Contract Description: DLA Multifunctional Device Lease

Contractor’s Name: [upon award, enter name of Contractor] (hereafter referred to as the Contractor).

1. Purpose

This Quality Assurance Surveillance Plan is a government-developed document used to determine if the Contractor’s performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/inspection process will be conducted. It provides the detailed process for a continuous oversight process:

• What will be monitored

• How monitoring will take place

• Who will conduct the monitoring

• How monitoring efforts and results will be documented

The Contractor is responsible for implementing and delivering performance that meets contract standards using its Quality Control Plan. The QASP provides the structure for the Government’s surveillance of the Contractor’s performance and their Quality Assurance/Quality Control (QA/QC) actions to assure they meet contract standards. It is the Government’s responsibility to be objective, fair and consistent in evaluating Contractor performance.

The QASP is not part of the contract nor is it intended to duplicate the Contractor’s quality control plan. 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.

The Government may provide a copy of the QASP to the Contractor to facilitate open communication. In addition, the QASP should recognize that unforeseen or uncontrollable circumstances might occur that are outside the control of the Contractor.

Bottom line, the QASP should ensure early identification and resolution of performance issues to minimize impact on mission performance.

2. Authority

Authority for issuance of this QASP is provided under Part 12 of the Federal Acquisition Regulation, Inspection of Services clauses, which provides for inspection, acceptance and documentation of the service called for in the contract or order. This acceptance is to be executed by the contracting officer or a duly authorized representative.

3. Roles and Responsibilities

The following personnel shall oversee and coordinate surveillance 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.

Assigned KO: John L. Lingrel Organization or Agency: DLA Contracting Services Office (DCSO) Telephone: 717-770-8694 Email: john.lingrel@dla.mil

Contracting Officer 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 surveillance of the contractor’s quality program and help the COR to document contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government’s behalf.

Assigned COR: Paul Beran Organization or Agency: DLA Information Operations J67E Telephone: 757-278-8259 Email: paul.beran@dla.mil

Contractor Representatives

The following employees of the Contractor serve as the Contractor’s Program Manager and Task Manager for this contract. (Complete this section after the contract award)

Contractor Program Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

Contractor Task Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

Other Key Contractor Personnel - <upon award, enter name or delete these lines if not applicable> Title: <enter title> Telephone: <enter number> Email: <enter address>

4. Performance Requirements and Method of Surveillance

Contract Surveillance

The goal of the QASP is to ensure that Contractor performance is effectively monitored and documented. The COR’s contribution is their professional, non-adversarial relationships with the KO, PM and the Contractor, which enables positive, open and timely communications. The foundation of this relationship is built upon objective, fair, and consistent COR evaluations of Contractor performance against contract requirements. The COR uses the methods contained in this QASP to ensure the Contractor is in compliance with contract requirements. The COR function is responsible for a wide range of surveillance requirements that effectively measure and evaluate the Contractor’s performance. Additionally, this QASP is based on the premise that the

Contractor, not the government, is responsible for management and QC/QA actions to successfully meet the terms of the contract.

Surveillance Matrix

The Surveillance Matrix 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.

DFARS 222.17 the mandates including surveillance for ensuring compliance with Combatting Trafficking in Persons (CTIP) in QASP. Use the CTIP sample checklist from PGI 222.17. See the DoD CTIP website.

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 performs surveillance, using this QASP, to determine the quality of the Contractor’s performance as it relates to the performance element standards. The Performance Requirement Summary (PRS) should be used to form the foundation of the COR’s inspection checklist.

Performance Rating Definitions

The performance ratings below reflect definitions at FAR 42.1503 Table 42-1. The COR will use these rating to evaluate the quality of Contractor’s performance.

Performance Rating Definition

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.

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.

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.

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.

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.

Note 1: Plus or minus signs may be used to indicate an improving (+) or worsening (-) trend insufficient to change the evaluation status.

http://ctip.defense.gov/

Note 2: N/A (not applicable) should be used if the ratings are not going to be applied to a particular area for evaluation.

Surveillance Matrix

Performance Objectives and Standards Surveillance Method Rating

IV.A.1.

Delivery and Installation of ordered devices in accordance with timeframes outlines in chart.

Government inspection via customer and CRS feedback

IV.A.3.

Proof of delivery (BOL or packing slip) provided to DLA within 10 business days of delivery.

customer and EMS feedback

IV.A.3.

Installation Report or modified delivery schedule provided to the DLA POC within 10 business days of delivery and installation.

V.D.

Summary of On-Site Training Report provided to DLA POC within 5 business days of training completion.

V.E Summary of Online Training provided to DLA POC within 5 business days of training completion.

VI.A.1.

Maintain each device at a minimum 95% monthly availability rate.

VI.A.2.

Malfunctions not corrected during initial service call resolved no later than 10 calendar days from date of initial service call

VI.A.4.a.

Respond within 2 business hours of a service call for work stoppage situations in non-remote areas.

VI.A.4.b.

Respond within 4 business hours of a service call for non-work stoppage situations in non-remote areas.

VI.A.5.a.

Respond within 4 business hours of a service call for work stoppage situations in remote areas.

VI.A.5.b.

Respond within 8 business hours of a service call for non-work stoppage situations in remote areas.

VI.A.8.

After determination that device is non-repairable, notify DLA POC within 2 business days.

VI.B.2.

Deliver consumable supplies within 3 business days after receipt of a request for supplies.

Performance Objectives and Standards Surveillance Method Rating

VII.A.1.

Device relocation completed within 30 calendar days after receipt of the written request.

IX.A.1.

All devices and associated supplies removed within 30 calendar days of contract expiration or receipt of modification.

X.B.1.

Usage Report provided to the KO, COR and DLA POC within 5 business days of request.

Government inspection via EMS feedback

X.B.2.

Response Time Report provided to the KO, COR and DLA POC within 5 business days of request.

X.B.3.

Device Downtime provided to the KO, COR and DLA POC within 5 business days of request.

X.B.4.

Device Uptime Report provided to the KO, COR and DLA POC within 5 business days of request.

XIV.F.

Delivery coordination for devices requiring testing takes place within 5 business days of contract award.

Government inspection via EMS Device Configuration Manager

Complies with Combatting Trafficking in Persons (CPIT)

Government inspection via KO and CRS feedback