Attachment 8_QASP.docx

PR# FA820121R0018

13 Aug 2021

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

VTC/AV Lifecycle Support

75 ABW/SCXP

i

TABLE OF CONTENTS

PR# FA820121R0018

ii

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

PR# FA820121R0018

13 Aug 2021

1 INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the performance work statement (PWS) to provide lifecycle sustainment of current and future Video Teleconferencing (VTC) and Audio-Visual (AV) systems at Hill Air Force Base. This plan sets forth the procedures and guidelines SCXP will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 Purpose

1.1.1 The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS and to ensure that the government pays only for the level of services received.

1.1.2 This QASP defines the roles and responsibilities of all members of the multi-functional team (MFT). It identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

1.2 Performance Management Approach

1.2.1 The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by SCXP to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether expected outcomes for the project are being achieved by the contractor.

1.2.2 Performance management focuses on assessing whether outcomes are being achieved and to what extent. This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome. A performance-based approach enables the contractor to play a large role in how the work is performed, as long as the proposed processes are within the stated constraints. The only exceptions to process reviews are those required by law (federal, state, and local) and compelling business situations, such as safety and health. A “results” focus provides the contractor flexibility to continuously improve and innovate over the course of the contract as long as the critical outcomes expected are being achieved and/or the desired performance levels are being met.

1.3 Performance Management Strategy

1.3.1 The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this contract regardless of whether the work is performed by contractor employees or by subcontractors. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated government representative. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. This QASP enables the government to take advantage of the contractor’s QC program.

1.3.2 The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer

2.1.1 The contracting officer (CO) is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the COR (contracting officer’s representative) and the contractor. The CO will designate one full-time COR as the government authority for performance management. The number of additional representatives serving as technical inspectors depends on the complexity of the services measured, as well as the contractor’s performance, and must be identified and designated by the CO. The CO is the only individual with the authority to enter into administer, and/or terminate contracts and make related determinations and findings on behalf of the government.

2.2 The Contracting Officer’s Representative

2.2.1 The COR is designated in writing by the CO to act as his or her authorized representative to assist in administering a contract. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures proper government surveillance of the contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. Any changes that the contractor deems may affect contract price, terms, or conditions shall be referred to the CO for action. The COR will have the responsibility for completing QA monitoring forms used to document the inspection and evaluation of the contractor’s work performance. Government surveillance may occur under the inspection of services clause for any service relating to the contract. Duties include researching/implementing common surveillance or quality control methods, performing surveillance, and providing reports of contractor performance to the CO.

2.3 Contractor Representatives

2.3.1 Contractor Representatives will work with site personnel to complete requirement identified in the Performance Work Statement (PWS). Representatives may consist of Prime or subcontracted employees or both.

PR Number: Information will be available upon award Program Manager: Information will be available upon award Telephone: Information will be available upon award Email: Information will be available upon award

2.4 Site/Base Point of Contact (POC)

2.4.1 The Site/Base POC will coordinate contract efforts and the site/base facility access, local security requirements and allied support, as required.

2.5 Additional Stakeholders

2.5.1 Stakeholders not identified above will ensure that requirements are satisfied in the most efficient/effective manner in accordance with the Performance Work Statement.

3 METHODOLOGIES TO MONITOR PERFORMANCE

3.1 Surveillance Techniques

3.1.1 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 below:

· Customer Feedback - Customer feedback may be obtained from the results of formal customer satisfaction surveys or from random customer feedback information. Customer complaints should be provided in writing to the COR. The COR shall maintain a summary log and enter findings into Quality Performance Assessment (QPA) form. Random sampling may be utilized to determine compliance with performance objectives.

· 100% Inspection – Each month, the COR, shall review the generated documentation and enter summary results into the Quality Assurance Monitoring form.

· Periodic Inspection. Periodic inspections may be conducted at time of Project Start or on a monthly basis.

3.2 Customer Feedback

3.2.1 The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction. 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 and internally addressing customer complaints and investigating the issues and/or problems but the customer always has the option to communicate complaints to the CO or COR, as opposed to the contractor.

Customer complaints are to be submitted using the QPA form. Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COR. The COR will accept those customer complaints and investigate using the Quality Assurance Monitoring Form.

Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

3.3 Acceptable Quality Levels

3.3.1 The acceptable quality levels (AQLs) included in Attachment 1, Performance Requirements Summary Table, for contractor performance are structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls. Other levels of performance are keyed to the relative importance of the task to the overall mission performance at 48 CS/SCXP.

4 QUALITY ASSURANCE DOCUMENTATION

4.1 The Performance Management Feedback Loop

4.1.1 The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the PWS. This assessment will detail performance objectives required by the government to measure contractor performance. Tasks not specifically identified that are required under the PWS may be inspected on a random basis at a frequency determined by the CO and/or COR per the Inspection of Services Clause in the contract.

4.2 Monitoring Forms

4.2.1 The government’s QA surveillance, accomplished by the COR, will be reported using the QPA and Quality Assurance Monitoring forms in Attachment 1 and 2. The forms, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure that the required results are being achieved.

4.2.2 The COR will retain a copy of all completed QA surveillance forms in the Contracting Officer Representative Tool (CORT) located at www.wawf.eb.mil.

5 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

5.1 Determining Performance

5.1.1 Government shall use the monitoring methods cited to determine whether the performance standards/service levels/AQLs have been met. If the contractor has not met the minimum requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to bring performance up to the required levels.

5.2 Reporting

5.2.1 At the end of each month, the COR will prepare a written report summarizing the overall results of the quality assurance surveillance of the contractor’s performance. This written report, which includes the contractor’s submitted monthly report and the completed quality assurance monitoring forms (Attachment 1 and 2), will become part of the QA documentation and will be uploaded into the CORT Tool. It will enable the government to demonstrate whether the contractor is meeting the stated objectives and/or performance standards, including cost/technical/scheduling objectives.

5.3 Reviews and Resolution

5.3.1 The COR may require the contractor’s project manager, or a designated alternate, to meet with the CO and other government IPT personnel as deemed necessary to discuss performance evaluation. The CO will define a frequency of in-depth reviews with the contractor, including appropriate self-assessments by the contractor; however, if the need arises, the contractor will meet with the COR as often as required or per the contractor’s request. The agenda of the reviews may include:

· Monthly performance assessment data and trend analysis

· Issues and concerns of both parties

· Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis

· Recommendations for improved efficiency and/or effectiveness

5.3.2 The CO must coordinate and communicate with the COR and contractor to resolve issues and concerns regarding marginal or unacceptable performance.

5.3.3 The COR and contractor should jointly formulate tactical and long-term courses of action. Decisions 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 in a timely manner by the PCO/ACO.

5.4 Service Summary

5.4.1 The Service Summary (see Table 1) is the list of performance objectives and thresholds that must be performed by the contractor. This summary 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 (uploaded to the CORT Tool).

Table 1, Service Summary

(CDRLA001)

1.1 1.4

· MAR shall include a list of all VTC/AV systems and current status.

· Report should contain a list of service calls and requests for support including Remedy ticket number(s) and organizations supported including training,

· MAR will be submitted no later than the 5th business day of the month.

COR

(CDRLA002)

· The QCP will be added to the contract and changes will require written approval by the contractor and contracting officer.

· QCP shall be submitted within 30 days of contract award and incorporated into the contract.

COR

(CRDLA003)

· Changes to the staffing roster, including the addition of new personnel or removal of personnel, will be submitted in writing, to the Security Manager, within five (5) business days of change.

Security Manager and COR

(CDRLA004)

2.3.1

· The contractor shall schedule and provide two preventive maintenance inspections (PMI) per installed system per year.

· 75 ABW/SCOI may request preventive maintenance before an anticipated or projected increase in facility/system usage. Results of PMIs shall be included in the Monthly Report

· 75 ABW/SCOI may request a compiled list of all VTC/AV systems inspection status.

MAR

Compiled List

1.1

· Contractor shall respond to requests for corrective maintenance within identified response times for 90% of all calls received.

· Contractor shall include details about corrective maintenance requests and resolution as part of the MAR.

Remedy Reports

MAR

· DD254

· Security Clearance Investigations

· Non-Disclosures Security Manager

COR

75 ABW/SC Training Manager

5.4.2 Performance objectives define the desired outcomes. Performance Thresholds 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 Services Summary should be used to form the foundation of the COR’s inspection checklist.

5.4.3 Performance Rating Descriptions (Table 2)

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

Table 2, Performance Ratings

5.4.4 Performance Reporting

5.4.4.1 Quality Performance Assessment

QPAs will be used to report ALL discrepancies and will be generated by the Base/Site POC or COR. The COR shall coordinate with the CO to determine if discrepancy is valid and to send to the contractor for corrective action. Contractors will be given 10 days to respond to the QPA. If the corrective action proposed by the contractor is acceptable the action shall be implemented. If the corrective action is not acceptable the CO will contact the contractor to discuss course of action(s).

5.5 Combatting Trafficking in Persons

5.5.1 The COR will monitor the contractor’s performance regarding trafficking in persons such that non-compliance with FAR Clause 52.222-50, Combatting Trafficking in Persons, is brought to the immediate attention of the CO.

6 MEETINGS

6.1 MFT meetings shall be held as required ensuring the best possible service is provided for the life of the task order.

7 DISPUTES

7.1 Every attempt will be made to resolve all disputes arising under this task order using Alternate Dispute Resolution (ADR) as outlined in FAR 33.214. If no resolution can be made under ADR, then the CO will render a final decision.

8 REVISIONS

The CO and the COR are responsible for revisions. MFT members may submit proposed changes through the COR for coordination with the contractor. Final implementation of any revisions will be through the CO. This is a living document that may be revised or modified as circumstances warrant.

Task Order Manager / Primary COR

Name: Information will be available upon award.

Program: Information will be available upon award.

Number and email: Information will be available upon award.

ATTACHMENT 1 – QUALITY PERFORMANCE ASSESSMENT

QUALITY PERFORMANCE ASSESSMENT (QPA)

(If more space is needed, use reverse and identify by number)

I. PERFORMANCE

Unacceptable Performance

II. CONTRACTOR RESPONSE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR NON-CONCURRENCE OF FINDING

III. GOVERNMENT ACCEPTANCE

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

16. CONTRACTOR REPRESENTATIVE REMARKS

Quality Performance Assessment (QPA) Template, Dec 11 (OO-ALC/GHSBH)

QUALITY PERFORMANCE ASSESSMENT

Continuation Sheet (Number to correspond with applicable Item Number on reverse)

Quality Performance Assessment (QPA) Template, Dec 11 (OO-ALC/GHSBH)

Quality Performance Assessment (QPA) Instructions

Block 1. COR enters contract or task order number. Block 2. COR enters contractor name.

Block 3. COR enters brief description of services. Block 4. COR signs and dates.

Block 5. COR enters telephone number.

Block 6. COR assigns suspense date for contractor Response. No response by designated date indicates concurrence with findings.

Part I. Contractor Performance

Block 7. COR checks all boxes that apply.

Task Performance – Indicates positive performance assessments or close-out of Task Order with no further action required by the contractor.

Service Concern – Indicates performance assessments needing immediate attention by the contractor that may require a resolution plan to mitigate risk of identified findings, or further information from the contractor to clarify specific aspects of the tasking to meet government expectations.

Non-Conformance – Indicates performance that did not meet acceptable thresholds and a resolution plan is mandatory to mitigate further risk to the project prior to completion.

Unacceptable Performance – Indicates performance that did not meet acceptable thresholds and is beyond the known capability of the contractor to resolve prior to project completion.

Block 8. COR enters Services Summary or Performance-based Work Statement (PWS) paragraph item reviewed.

Block 9. COR enters brief description of finding.

Block 10. COR enters a detailed performance assessment. Part II. Contractor Response Block 11. Contractor Representative Name Block 12. Contractor Representative enters Estimated Completion Date of Corrective Action and continues to Block 13.

Block 13. Contractor Representative details Contractor’s action taken to prevent recurrence or addresses specific required action within Section I.

Part III. Government Acceptance

Block 14. COR checks appropriate block, signs, and dates.

Block 15. (Required Entry) COR remarks regarding the Contractor’s Response.

Block 16. Contractor Representative enters remarks if further discussion is needed about COR concurrence with Contractor’s Response.

ATTACHMENT 2 – QUALITY ASSURANCE MONITORING FORM SERVICE or STANDARD:

SURVEY PERIOD: SURVEILLANCE METHOD (Check):

100% Inspection Periodic Inspection Customer Input/Feedback

LEVEL OF SURVEILLANCE SELECTED (Check):

Monthly Quarterly As needed

ANALYSIS OF RESULTS:

OBSERVED SERVICE PROVIDER PERFORMANCE MEASUREMENT RATE = %

SERVICE PROVIDER’S PERFORMANCE (Check):

Meets Standards

Does Not Meet Standards NARRATIVE OF PERFORMANCE DURING SURVEY PERIOD:

PREPARED BY:

DATE: