Attachment 9 - Quality Assurance Surveillance Plan.pdf

Natick Soldier Systems Center (NSSC) Elevator Maintenance & Service Quality Assurance Surveillance Plan (QASP)

1. Objective. This Quality Assurance Surveillance Plan (QASP) serves as the principal basis for assessing overall performance quality. This document will be used by the Government to assess the effectiveness of the Contractor’s technical services. This QASP provides the methodology by which the Contractor's performance will be monitored to determine compliance with established performance objectives and to establish performance benchmarks that ensure a quantifiable basis for measuring effectiveness. The plan is designed so that surveillance is limited to that which is necessary to verify the Contractor is performing technical services satisfactorily and relates directly to the Elevator Maintenance and Service delineated in the Performance Work Statement (PWS).

2. Government Surveillance. The Contracting Officer (KO) will appoint a technical representative to function as the Contracting Officers Technical Representative (COTR) for this contract, and her/his authority will be limited to administering specific technical aspects of the contract. The Contracting Officer’s Representative (COR) will not provide direction that is outside the scope of responsibilities delineated under this contract and will defer any conditional interpretations to the KO. The COR will:

Maintain a detailed knowledge of the technical requirement of the contract.

Document Contractor performance in accordance with the QASP.

Identify and immediately forward notifications of deficient, or non-compliant performance to the Contracting Officer.

Approve priorities of support, resources, and associated schedules.

3. Surveillance Methods. Surveillance of Contractor performance is the method used by the Government to determine whether the contractor is effectively and efficiently complying with all terms and conditions of the contract. The functional expertise of the COR and COTR plays a critical role in adequately evaluating contractor performance.

4. Performance Objectives. This performance-based service contract incorporates the following performance objectives:

The contractor must adhere to the contract schedule, project milestones, specifications, the Health and Safety Plan, and all other contract documents. The contractor shall meet all project requirements as outlined in the Scope of Work and all references, while effectively controlling project cost.

The contractor shall maintain a safe and hazard free work environment for employees, subcontractors and NSSC employees.

It is the contractor’s responsibility to employ the necessary resources to ensure accomplishment of these objectives.

The Government’s assessment of the contractor’s performance in achieving these objectives will utilize the standards, acceptable quality levels, and surveillance methods described in the Performance Requirements Summary matrix set forth below. The contractor will be notified, in writing, of the Government’s determination of its performance level for each performance objective, including all instances where the contractor failed to meet the acceptable quality level.

PERFORMANCE OBJECTIVES SUMMARY MATRIX

TASK/

DELIVERABLE

PERFORMANCE

STANDARD

PERFORMANCE

INDICATOR/ACCEP

T ABLE LEVEL OF

PERFORMANCE

(ALP)

METHOD OF

SURVEILLANCE

PERFORMANCE RATING

Technical Performance:

All elevator maintenance, service, inspections, and testing shall be performed on schedule and in full compliance with Massachusetts, local and federal regulations.

Contract requirements met with few minor and no significant problems encountered.

Performance meets all technical and functional requirements and is highly responsive to any changes in technical focus of the project.

Personnel qualifications, assessments, evaluations, analyses, recommendations, and related input are thorough, reliable, highly relevant to contract requirements, and consist of substantial depth and breadth of subject matter expertise.

Contractor technical performance meets all contract requirements.

Problems that are encountered are minor and resolved in a satisfactory manner.

Routine Assessment of Workforce Qualifications and Availability of Resources

Assignment of performance rating for QUALITY criteria:

Excellent Performance meets all and exceeds standard compliance of many CONTRACT requirements. Problems that are encountered are minor and resolved in a highly effective manner.

Acceptable Performance and deliverables meet all contract requirements. Problems that are encountered are minor and resolved in a

Unacceptable Many contract requirements not met.

Substantial problems were encountered and were resolved in a less than

Adherence to Milestone Schedule

Timeliness of Performance and Services and Product Deliverables, including Administrative aspects of Performance.

Contract milestones, periods of performance, and/or data submission dates are met or exceeded; highly qualified Key Personnel are available as required.

Performance meets all technical and functional requirements in the SOW, and contains pertinent, useful, and informative data and information.

Contractor meets Contract milestone requirements at least 90% of the time, or satisfactorily describes the reason for failure (excluding government-caused delays).

Frequent discussion of progress to date

Assignment of performance rating for SCHEDULE criteria:

Excellent Contract milestones/ performance dates met or exceeded at least 95% of time (excluding government caused delays)

Acceptable Contract milestones/ performance dates met or exceeded at least 85- 95% of time (excluding government caused delays)

Unacceptable Contract milestones/ performance dates met less than 85% of time (excluding government caused delays)

PERFORMANCE OBJECTIVES SUMMARY MATRIX