CNIC Traffic and Motorcycle Safety Program

QUALITY ASSSURANCE SURVIELLANCE PLAN (QASP)

QUALITY ASSSURANCE SURVIELLANCE PLAN

This Quality Assurance Surveillance Plan (QASP) sets forth the procedures and guidelines that the Government will use in evaluating the technical performance of the Contract service provider.

PURPOSE

The purpose of the QASP is to describe the methods used to measure performance and to identify the reports required and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards identified in the Performance Work Statement (PWS). This QASP is designed to define roles and responsibilities, identify the performance objectives, define the approach used to monitor and evaluate the contractor’s performance, describe quality assurance reporting, and describe the analysis of quality assurance monitoring results.

PERFORMANCE MANAGEMENT APPROACH

This QASP will define the performance management approach taken by the Government to monitor, manage, and take appropriate action on the contractor’s performance against expected outcomes communicated in the PWS. Performance management focuses on assessing whether or not outcomes are being achieved. The QASP management approach has an outcome focus to provide the contractor flexibility to continuously improve and innovate over the course of the contract as long as the critical outcomes expected are being achieved at the desired levels of performance.

ROLES AND RESPONSIBILITIES

The Contracting Officer (CO) is responsible for monitoring contract compliance, contract administration and cost control; and resolving any differences between the observations documented by the Contracting Officer Representative (COR) and the Contractor’s performance. The COR is responsible for monitoring, assessing, and communicating the technical performance of the Contractor. The COR will document the inspection and evaluation of the contractor’s work performance.

IDENTIFICATION OF SERVICES TO BE PERFORMED

The Contractor shall provide Traffic Safety support in accordance with the PWS. Performance standards are established in Section 10.0 of the PWS.

METHODOLOGIES TO MONITOR PERFORMANCE

In an effort to minimize the contract administration burden, simplified methods of surveillance techniques shall be used by the Government to evaluate contractor performance. The primary methods of surveillance are random checks, observations, inspections, complaints and review of those records and files that are required to be maintained and delivered under this PWS. The Government will use appointed representatives, as well as reports and input from government employees and customers as sources of comments on the contractor’s performance. The Contractor is expected to establish and maintain professional communication between its employees and customers. Customer satisfaction between employees and customers is the primary objective of professional communication. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints. Performance management drives the contractor to be customer focused through initially addressing customer complaints and investigating the issues and/or problems. The customer, however, always has the option to communicate complaints to the COR as opposed to the Contractor. The acceptable quality levels (AQL) located in the Table below1, Required Performance Metrics (RPM), for Contractor performances are structured to allow the Contractor to manage how the work is performed.

QUALITY ASSURANCE REPORTING

The performance management feedback loop begins with the communication of expected outcomes.

Performance standards are expressed in the PWS and measured by the required performance metrics in Table

1. The agency’s QA monitoring, accomplished by the COR, will document the COR’s understanding of the Contractor’s performance under the contract to ensure that PWS requirements are being met.

ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

At the end of each month, the COR will prepare a written correspondence for the Contracting Officer summarizing the overall results of the quality assurance monitoring of the Contractor’s performance. This written correspondence which consists of the Contractor’s submitted monthly report and the outcome of completed Quality Assurance Monitoring will become part of the QA documentation. The CO may require the Contractor’s project manager (or a designated alternate) to meet with the CO and COR to discuss Contractor performance. Other Government personnel, deemed necessary, may also participate to discuss the performance evaluation. The CO will define a frequency of in-depth reviews with the Contractor, however if the need arises, the Contractor will meet with the CO as often as required or per the Contractor’s request. The agenda of the reviews may discuss:

Monthly performance measured by the metrics and trends Issues and concerns of both parties Projected outlook for upcoming months and progress against expected trends Recommendations made by the COR based on contractor information Issues arising from independent reviews and inspections

In addition to QA monitoring, the COR will use the information contained in the Contractor’s monthly report to assess the contractor’s level of performance for each objective measured in this QASP (detailed in Table 1 below). The COR must coordinate and communicate with the contractor to resolve issues and concerns of marginal or unacceptable performance. The contractor will discuss with the COR satisfaction ratings receiving a “less than acceptable” rating. For such cases, the contractor should highlight its perspective on factors driving customer satisfaction and present plans to adjust service delivery accordingly to bring the satisfaction rating up to an acceptable level. Contracting Officer decision regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will be incorporated as a contract modification at the convenience of the CO.

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REQUIRED PERFORMANCE METRICS (RPM)

Deliverable/ Outcome

Objective/ Standard

Acceptable Quality Levels

(AQL)

Method of Surveillance Incentive (Negative Impact on Contractor Payments)

Traffic Safety Courses & Providing Qualified Instructors with Student-to-Instructor Rations

The Contractor shall develop a 90-day traffic course schedule in the CNIC N35 System of Record, RMI External Enrollment Traffic/Motorcycle Safety Program Risk Management System for all installations listed in – PWS 4.1.1 and 4.2.1

98% Monthly reports, observation, random sampling and customer feedback

Withhold 5% of invoice until qualified instructors are provided and training is completed

Record Keeping & Other Documents

Maintain all training records (including student attendance rosters and written results) as required by PWS 11.1

100% Review periodic and by random monitoring

Re-accomplish at no additional cost to the Government

Daily and Weekly Reports

Submit Report with the level of detail (with accuracy and currency) as required by PWS 11.2

98% Files review, periodic, random, observations, and customer feedback

1% deduction of invoice after three instances of not providing reports timely

Monthly Reports

Submit a Monthly Reports by the 15th day of the following month as required by PWS Section 11.3

100% Review periodic and random monitoring

Re-accomplish at no additional cost to the Government

Trip Reports Submit Trip Reports with 5 (working days) after Travel as required by PWS 11.4

95% Review periodic and random monitoring

1% deduction of invoice after three instances of not providing reports timely