Attachment (7) III Corps MTCCS II QASP.docx

Quality Assurance Surveillance Plan (QASP) III Corps Mission Training Complex Capabilities Support (MTCCS II)

Controlled by: US Army ACC Orlando Controlled by: MTC HOOD AMIM-HDO-T CUI Category: General Procurement and Acquisition Distribution/Limited Dissemination Control: FEDCON POC: Michael Hilliard 254-288-6715

Table of Contents

1 Vision 3

1.1 Mission 3

3 Purpose 3

4 Authority 4

5 Roles and Responsibilities 4

5.1 Program / Project Manager 4

5.2 Contracting Office (PCO) 4

5.3 Contracting Officer's Representative (COR) 5

5.4 Other Key Government Personnel 5

5.5 Contractor Representatives 5

6 Performance Requirements and Method of Surveillance 5

6.1 Contract Surveillance 5

6.2 Surveillance Matrix 7

Appendix 1 - Surveillance Matrix 10

Appendix 2 - Corrective Action Report (CAR) 20

Appendix 3 - Customer Complaint Record 21

Appendix 4 - Performance Assessment Report (PAR) 22

Appendix 5 - Contractor Observation Report (COR) 24

CUI/FEDCON

CUI/FEDCON

Quality Assurance Surveillance Plan (QASP)

III Corps

1. Vision. The Mission Training Complex Capability Support contract provides top-tier training for US military service members and partners at Forts Hood, Carson, Riley, Bliss, and Sill.

2. Mission. The III Corps MTCs provide high-quality simulation-driven training tools for Commanders to conduct individual, leader and collective mission command training.

3. Purpose. This Quality Assurance Surveillance Plan (QASP) is a government-developed draft 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 be 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 to assure that it meets 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.

4. Authority. Authority for issuance of this QASP is provided under Part 46 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.

5. Roles and Responsibilities The following personnel shall oversee and coordinate surveillance activities.

5.1 Procurement Contracting Office (PCO)

The PCO 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 PCO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine and document the final assessment of the contractor's performance in the governments past performance tracking system.

Assigned PCO: Phillip B. Davis Organization or Agency: Army Contracting Command, Army Telephone: Office: (407) 384-5335; Mobile: (407) 244-4971 Email: Email: Phillip.b.davis16.civ@mail.mil

5.2 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 PCO. The COR is required to upload monthly Quality Assurance Reports (QAR) into the Army’s Procurement Integrated Enterprise Environment (PIEE) website within the Surveillance and Performance Monitoring (SPM) window, documenting the contractors 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.

5.3 Fort Hood MTC Chief

The Fort Hood MTC Chief provides primary program oversight, nominates the COR, ensures the COR is trained before performing any COR duties and supports the COR's performance assessment activities. MTC Chiefs are not empowered to make any contractual commitments or any contract changes on the government's behalf.

Assigned Fort Hood MTC Chief: Michael D. Hilliard Organization or Agency: III Corps and Fort Hood MTC Telephone: 254-288-6715 Email: michael.d.hilliard4.civ@mail.mil

5.4 Other Key Government Personnel

Each of the III Corps Spoke MTCs have a Quality Assurance Evaluator (QAE) whose duties include performance monitoring, training and technical inspections, and provide additional information that helps the COR monitor contractor performance.

5.5 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)

Program Manager (PM) - <upon award, enter name> Telephone: <enter number> Email: <enter address>

Task Order Manager (TOM) - <upon award, enter name> Telephone: <enter number> Email: <enter address>

Other Key Contract Personnel - <upon award, enter name or delete these lines if not applicable> Title: <enter title> Telephone: <enter number> Email: <enter address> 6 Performance Requirements and Method of Surveillance This section describes the special requirements for this effort. The following sub-sections provide details of various considerations on this effort.

6.1 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 PCO, TOM 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.

6.2. Surveillance Method. This plan provides the government with an effective and systematic surveillance process to assess the performance of critical tasks associated with the required service. The plan outlines the method by which a complete audit trail will be established to ensure compliance with the Performance Work Statement This plan may be modified without the contractor's approval when necessary; e.g., changes in requirements, changes in contractor performance or changes in QA resources.

6.2.1. Surveillance for this requirement will begin with daily observations, scheduled, and unscheduled inspections, valid customer complaints, monthly meetings between the COR and the contractor’s on-site representative, and formal quarterly contract management reviews. However, government surveillance will remain flexible enough to adjust to the contractor’s performance as necessary. Generally, excellent performance requires less monitoring and actual performance verification, while poor performance requires more frequent monitoring and verification. The Government’s QA methods is designed to check the effectiveness of the contractor’s Quality Control Plan. QA will be conducted under the terms of the Inspection of Services and Inspection of Supplies clauses in the contract.

6.2.2. Documentation and Reporting Procedures. Various evaluation methods are suitable for monitoring contractor performance. The frequency of surveillance of contractor performance will be established based on the number of underlying factors to include: the frequency with which specific tasks are performed; the relative importance of specific tasks; and the type of task to be monitored.

6.2.3. The COR will prepare an Inspection Report for the services provided under this contract. These records will be used to summarize the findings of daily observations. Daily reports will be use to summarize and validate the COR’s monthly reports that will be provided to the Contracting Officer. Input will be required from the QAE at the Spoke sites.

6.2.4. When performance is unsatisfactory, the COR will initiate a Deficiency Report. The Contractor’s Primary Point of Contact (on-site representative) will be briefed on the deficiency by the COR. The COR may request corrective actions in writing by the Contractor. The Contractor has the option to reply in writing to the deficiency in question. Deficiency reports will be retained in the COR’s file. The COR will provide the PCO a copy of all Deficiency issued to the contractor in the monthly report in the PIEE/SPM government website.

6.2.4.1. Contract Discrepancy Report (CDR). A CDR will be used whenever necessary during administration of the contract to formally document unacceptable performance. The CDR serves as supporting documentation for contract payment deductions actions deemed necessary by the PCO. The COR will initiate a CDR (complete the form and attach the supporting documentation), then forward all documentation to the PCO. The COR will initiate a CDR, as a minimum, whenever; 1) anytime unacceptable performance is determined critical in nature and requires immediate correction; 2) trends develop in unacceptable performance (repetitive deficiencies) are recorded and require correction.

6.2.5. Contract Compliance: The Government’s role in the day-to-day administration of this contract is to ensure that requirements of the contract are met IAW the stated standards. This may require enforcement of the contract when the contractor fails to correct a deficiency or a defect in service, or take corrective action to prevent a reoccurring problem. The COR should notify the PCO whenever corrective action is needed. The decision as to the type of the enforcement remedy will be determined by the PCO.

6.2.6. Any discrepancies noted during the course of surveillance, even if they are not sufficient to render the service unsatisfactory, will require corrective action by the contractor. These discrepancies will be recorded and used in determining the overall rating for the service regardless of the time of correction. All overall ratings of unsatisfactory for services recorded may count as defects when determining the contractor’s performance. All discrepancies will be documented in the Army’s PIEE/SPS government website.

6.2.7. During the course of the month, the COR or QAE may receive customer complaints concerning the quality of service. Spoke QAE will forward those complaints to the COR, documenting any corrective action. Each complaint received must be validated by the COR, to the extent necessary, to ensure that the service was required and not performed to standard.

6.2.8. Unscheduled evaluations inspections are the prerogative of the COR and QAE; they may be conducted whenever there may be a need. This method is used to facilitate the constant change in requirements that may occur. This type of evaluation is used to support other surveillance methods and to ensure services are being performed in a timely manner.

6.2.9. The COR will, in addition to providing documentation to the PCO, maintain a complete COR file. The file will contain copies of all reports, evaluations, surveillance, recommendations, and any actions related to the Government’s performance of QA functions. All such records will be retained for the life of this contract, and forwarded to the PCO at termination or completion of the contract or as specified by the PCO.

6.3 Surveillance Matrix

The Surveillance Matrix (Attachment 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 performs surveillance, using this QASP, to determine the quality of the contractor's performance as it relates to the performance element standards.

In evaluating the quality of contractor’s performance, the following performance ratings may be used.

Performance Rating Criteria

Appendix 1 - Surveillance Matrix

website

3.1.1. TASK ORDER MANAGEMENT. The Contractor shall provide the overall management and administrative effort necessary to ensure that the requirements of this TO are accomplished IAW the task order PWS.

Appendix 2 - Corrective Action Report (CAR)

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

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 - Performance Assessment Report (PAR)

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 5 – Contractor Observation Report (COR) image1.emf image2.emf