Attachment 8 - QASP.pdf

Quality Assurance Surveillance Plan

23 Mar 20 1

Facilities Enterprise Computer Maintenance Management System

Contract

1. Purpose

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract by explaining (1) what is monitored, (2) how monitoring occurs, (3) who monitors, and (4) how monitoring efforts and results are documented.

2. Background

DoDEA Facilitates Division a requirement to manage facility operations of routine and non-routine work for our Education facilities. We currently use one Computerized Maintenance

Management System (CMMS), which covers our worldwide Regional facility operations. The

CMMS shall capture work requests to the building level of individual schools and to the individual asset within the school. The CMMS system shall allow for scheduling of routine preventive maintenance tasks of typical facility systems and accept work orders for facility repairs or system failure and school level support requests. The CMMS shall allow for complete and accurate reports at specific locations within Regions or across all regions based on selected report criteria

3. Objectives

DoDEA requires the contractor to provide one CMMS designed for Education Institutions for developing and scheduling Preventive Maintenance (PM) tasks and accept unscheduled repair and service support work order requests from customers. The CMMS shall have one account covering all global locations and allow for unlimited user accounts and produce meaningful data and analytics. The contractor shall have the capability to provide equally effective, customer support and training in various global time zones.

This QASP does not detail how the Contractor accomplishes the work, but is based on the premise that the Contractor is responsible for management and quality control actions to meet the terms of the contract. The Government is responsibility to be objective, fair, and consistent in evaluating performance. The QASP takes into account that unforeseen and uncontrollable situations may occur. It is a living document, which the Government may review and revise on a regular basis to ensure it remains valid, useful, and enforceable. The Government will coordinate any changes with the Contractor. DoDEA will provide copies of the original QASP and revisions to the

Contractor and Government officials implementing the surveillance activities.

4. Government Personnel Responsible to Oversee and Coordinate Surveillance

Contracting Officer (KO) - Ensures performance of all necessary actions for effective contracting, compliance with the contract terms, and safeguarding the interests of the Government in the contractual relationship. Ensures the Contractor receives impartial, fair, and equitable treatment under this contract. Is responsible for the final determination of Contractor performance.

Assigned KO: Jerri Newton

DoDEA HQ – 571-372-1364J - Jerri.Newton@dodea.edu

Contracting Officer’s Representative (COR) - Is responsible for technical administration of the contract, ensures proper Government surveillance of Contractor performance. Keeps a quality assurance file. Provides all corresponding documentation to the KO when the contract expires. Is not empowered to make any contractual commitments or authorize any contractual

23 Mar 20 2 changes on the Government’s behalf. The Contractor shall refer any changes that may affect contract price, terms, or conditions to the KO for action.

Assigned COR: Terry Hagen

DoDEA-HQ - (571) 372-1349 - terry.hagen@dodea.edu

5. Contractor Representatives

The following employee(s) of the Contractor serve as the Contractor’s Program Manager and

Task Manager for this contract:

Program Manager: TBD

Organization: xxx-xxx-xxxx – Email address

6. Performance Standards

Performance standards define desired services. The Government performs surveillance to determine if the Contractor exceeds, meets or does not meet contract standards. The Performance

Requirements Summary Matrix below includes the performance standards. The Government will determine Contractor performance by comparing them to the Acceptable Quality Level (AQL).

Performance Standard AQL Inspection Method Incentives

* Unless specified otherwise, possible ratings are as follows: exceptional, very good, satisfactory, marginal, or unsatisfactory, per FAR 42.1503, Table 42-1, “Evaluation Ratings Definitions”.

PWS 1.4.3

Available 24 hours a day, seven days a week, every day of the year around the world

100% Availability COR Inspection stakeholder feedback

Option

Year

Exercise

PWS 1.4.5

Unique work order identification

No duplication of work order number

COR Inspection

Stakeholder feedback

Option

Year

Exercise

PWS 2.1.1

Set-up

Set-up complete in all Regions NLT 2 weeks before contract performance start date

COR Inspection stakeholder feedback

Option

Year

Exercise

PWS 2.1.2

User Training

Schedule training within 10 days of contract award and complete NLT 5 days before contract performance start date

COR Inspection stakeholder feedback

Option

Year

Exercise

PWS 2.1.3.1

DoDEA CMMS manager capabilities

No disruption is manager capability

Stakeholder feedback Option

Year

Exercise

PWS 2.1.3.2

User Dashboard

Customizable dashboard for each

Stakeholder feedback Option

Year mailto:terry.hagen@dodea.edu

23 Mar 20 3 functionality user Exercise

PWS 2.1.4

Provide accurate report data from canned or customized reports criteria

No more than two incorrect reports per contract year

COR Inspection stakeholder feedback

Option

Year

Exercise

PWS 2.1.5

Digital backend

Structured Query

Language (SQL)

Data disruption requires notification to COR within 4 work hours

COR Inspection stakeholder feedback

Option

Year

Exercise

PWS 2.1.6

Provide support that is available via phone, email or chat and responded to within eight business hours

No more than two response outside eight hours per year

COR Inspection stakeholder feedback

Option

Year

Exercise

7. Incentives

Positive past performance evaluations

8. Methods of QA Surveillance

Various methods exist to monitor performance. The COR will use the surveillance methods listed below. Regardless of the surveillance method, the COR will always contact the Contractor's task manager or on-site representative when a defect is identified and inform him/her of the specifics.

The COR is responsible to monitor Contractor performance in meeting a specific performance standard/AQL usually by one of the following methods:

▪ Direct Observation: Performed periodically or through 100% surveillance as needed.

▪ Periodic Inspection: Done as required.

▪ Validated User/Customer Complaints: Based on complaints from stakeholders.

▪ 100% Inspection

Surveillance results may be used as the basis for actions (including payment deductions) against the Contractor. In such cases, the contract’s Inspection of Services clause becomes the basis for the KO’s actions.

9. Ratings

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. Unless otherwise specified, the following rating scale will be used:

▪ Exceptional: Performance meets contractual requirements.

▪ Unsatisfactory: Performance does not meet contractual requirements.

10. Documenting Performance

▪ Acceptable Performance: DoDEA will document acceptable performance. Any report may become a part of the supporting documentation history. A report template is attached.

▪ Unacceptable Performance: When unacceptable performance occurs, the COR will inform the Contractor. Notification will normally be in writing unless circumstances necessitate verbal communication. In any case, the COR will document the discussion and place it in the COR file. When the COR determines formal written communication is required, s/he will

23 Mar 20 4 prepare a Contract Discrepancy Report (CDR) and present it to the Contractor's task manager or on-site representative. A CDR template is attached.

The Contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the

Contractor is required to prepare a corrective action plan, i.e., the Contractor’s plan to correct the unacceptable performance and avoid a recurrence. The CDR will also state how long the Contractor has to present this corrective action plan to the COR. The Government will review the Contractor's corrective action plan to determine acceptability. A CDR may become a part of the supporting documentation for contract payment deductions or other actions deemed necessary by the KO.

11. Measurement

▪ Frequency of Measurement: During contract/order performance, the COR will take periodic measurements, as specified in the AQL column of the Performance

Requirements Summary Matrix and analyze whether the negotiated frequency of measurement is appropriate for the work being performed.

▪ Frequency of Performance Assessment Meetings: The COR will meet with the Contractor at a minimum of once per year to assess performance and obtain a written assessment.

12. COR’s Quality Surveillance File

The COR’s quality surveillance file shall contain the following documentation:

1) COR appointment letter, any changes to that letter, and any termination letters

2) COR training certificates

3) Contract and all contract modifications

4) Applicable quality assurance surveillance plan (QASP)

5) Names, titles, and contact information of all key personnel assigned to this contract, both

Government and Contractor

6) Surveillance schedules / checklists, if applicable

7) All correspondence (1) by authorized Contractor and Government personnel regarding performance of the contract and (2) customer feedback

8) Memoranda for record of minutes of any meeting, telephone conversations and discussions with the contractor or others pertaining to the contract or contract performance

9) Documentation pertaining to acceptance of services, reports or data

Prepared by Terry Hagen

Terry Hagen, COR

_9 February 2021__

Date

23 Mar 20 5

Performance Report

< This template will be used to formally document surveillance. >

1. Contract number:

2. Prepared by:

3. Date and time of observation:

4. Observation:

<Examples of items to include in a report are:

▪ Method of surveillance.

▪ How frequently you conducted surveillance.

▪ Surveillance results.

▪ Number of observations.

Prepared by:

Contracting Officer’s Representative Date

23 Mar 20 6

The COR may initiate a CDR at any time, including when (1) the number of monthly recorded defects for a performance standard exceeds the allowable number of defects, (2) unacceptable performance is determined critical in nature and requires formal corrective action, and (3) an unfavorable trend in Contractor performance is detected.

Contract Discrepancy Report (CDR)

< This template will be used to formally document discrepancies. >

1. Contract Number:

2. To: (Contractor Task Manager or on-site representative)

3. From: TBD

4. Date and time observed discrepancy:

5. Discrepancy or problem:

<Describe in detail. Identify any attachments.>

6. Corrective action plan:

A written corrective action plan < is / is not > required.

< If a written corrective action plan is required include the following. > The written

Corrective Action Plan will be provided to the undersigned not later than < # days after receipt of this CDR. >

Prepared by:

Contracting Officer’s Representative Date

Received by:

Contractor Task Manager or On-Site Representative Date