Attachment F QASP.docx

FEDSIM

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Award PIID 47QFCAXXXXXXX (To be added at award)

Sesame Street for Military Families in support of:

Office of the Deputy Assistant Secretary of Defense (DASD) Military Community and Family Policy (MC&FP)

FEDSIM Project ID 47QFCA22Z0027

Version 02/17/2022

Version 02/17/2022

1.0 INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the Statement of Work (SOW) entitled Sesame Street for Military Families (SS4MF). This QASP sets forth the procedures and guidelines the Federal Systems Integration and Management Center (FEDSIM) will use to ensure the required performance standards or service levels are achieved by the contractor.

1.1 PURPOSE

The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards or quality levels identified in the SOW, evaluating the contractor’s Quality Management Plan (QMP), and ensuring that the Government pays only for the level of services received.

This QASP defines the roles and responsibilities of all members of the Integrated Project Team (IPT), identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes Quality Assurance (QA) documentation requirements, describes the analysis of QA monitoring results, and provides a Performance Requirements Summary (PRS) that includes the method used to improve contractor performance when appropriate. The PRS is attached to the SOW.

1.2 PERFORMANCE MANAGEMENT APPROACH

The SOW 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 FEDSIM to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the SOW 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.

Performance management represents a significant shift from the more traditional QA concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent versus scrutiny of compliance with the processes used to achieve the outcome. A performance-based approach facilitates the contractor providing an innovative solution within the stated constraints that gives the Government the opportunity to receive outstanding results. 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

The contractor shall be responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own Quality Management (QM) program. QM 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 QMP shall set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the SOW. The contractor shall develop and implement a performance management system with processes to assess and report its performance to the designated Government representative. This QASP enables the Government to take advantage of the contractor’s QM program.

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 Government will make a determination regarding incentives based on performance measurement metric data and notify the contractor of those decisions. The contractor shall be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2.0 ROLES AND RESPONSIBILITIES

2.1 FEDSIM CONTRACTING OFFICER (CO)

The FEDSIM CO is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the FEDSIM Contracting Officer’s Representative (COR) and the contractor. The FEDSIM CO will designate one full-time FEDSIM 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 FEDSIM CO.

2.2 FEDSIM COR

The FEDSIM COR is designated in writing by the FEDSIM CO to act as his or her authorized representative to assist in administering a contract. FEDSIM COR limitations are contained in the written appointment letter. The FEDSIM COR is responsible for technical administration of the project and ensures proper Government surveillance of the contractor’s performance. The FEDSIM 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 FEDSIM CO for action. The FEDSIM 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.

3.0 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

The required performance standards and/or quality levels are included in the SOW in the PRS. If the contractor meets the required service or performance level, it will be paid the monthly amount agreed on in the contract. Failure to meet the required service or performance level will result in a deduction from the monthly amount.

4.0 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 SURVEILLANCE TECHNIQUE(S)

In an effort to minimize the performance management burden, simplified surveillance methods will be used by the Government to evaluate contractor performance when appropriate. The FEDSIM COR will inspect, test, sample, evaluate, and document the contractor’s performance via the 100 percent Inspection.

The FEDSIM COR will review contract deliverables during each inspection.

Inspection will occur each month. The FEDSIM COR will review the generated documentation and enter summary results into the QA Monitoring Form in Attachment 1. Within two business days after inspection is complete, the FEDSIM COR will save all monitoring forms and surveillance documentation in the Electronic Contract File (ECF) in Tab 47.

4.1.1 WORK REQUIRING SURVEILLANCE

In accordance with the Surveillance Technique(s) described in Section 4.1, the FEDSIM COR will review the work as described in the PRS. The PRS includes a description of when, where, and how quality assurance will be performed by the Government to determine that the supplies and/or services conform to the contract requirements. A detailed description of all necessary work requiring surveillance as well as the associated method of surveillance for each item surveilled (e.g., Random Sampling, 100 Percent Inspection, or Periodic Inspection) is also included in the PRS.

4.2 CUSTOMER FEEDBACK

The contractor shall 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. However, the customer always has the option to communicate complaints to the FEDSIM COR, as opposed to the contractor.

Valid customer complaints must clearly set forth the detailed nature of the complaint, must be in writing and signed, and must be forwarded to the FEDSIM COR. The FEDSIM COR will receive those customer complaints and investigate them using the QA Monitoring Form: Customer Complaint Investigation, identified in Attachment 2. Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

4.3 ACCEPTABLE QUALITY LEVELS (AQLs)

The AQLs included in the PRS, are structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls. For certain critical activities the desired performance level is established at 100 percent. Other levels of performance are keyed to the relative importance of the task in relation to the overall mission performance at MC&FP.

5.0 QA DOCUMENTATION

5.1 PERFORMANCE MANAGEMENT FEEDBACK LOOP

The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the SOW and assessed using the performance monitoring techniques shown in the PRS.

5.2 MONITORING FORMS

The Government’s QA surveillance, accomplished by the FEDSIM COR, will be reported using the monitoring forms in Attachments 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.

The FEDSIM COR will retain a copy of all completed QA monitoring forms.

6.0 ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

6.1 DETERMINING PERFORMANCE

The Government will use the monitoring methods cited to determine whether the performance standards, service levels, and AQLs have been met. If the contractor has not met the minimum requirements, the contractor 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.

6.2 REPORTING

At the end of each month, the FEDSIM COR will prepare a written report for the FEDSIM CO, summarizing the overall results of the QA surveillance of the contractor’s performance. This written report, which includes the contractor’s submitted monthly report and the completed QA Monitoring Form (Attachment 1), will become part of the QA documentation. It will enable the Government to demonstrate whether the contractor is meeting the stated objectives and/or performance standards, including cost/technical/scheduling objectives.

6.3 REVIEWS AND RESOLUTION

The FEDSIM COR may require the contractor’s project manager, or a designated alternate, to meet with the FEDSIM CO and other Government IPT personnel, as deemed necessary, to discuss performance evaluation. The FEDSIM COR 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 FEDSIM COR as often as required or per the contractor’s request. The agenda of the reviews may include:

a. Monthly performance assessment data and trend analysis.

b. Issues and concerns of both parties.

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

d. Recommendations for improved efficiency and/or effectiveness.

e. Issues arising from the performance monitoring processes.

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

The FEDSIM CO, FEDSIM 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.

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Version 02/17/2022

ATTACHMENT 1

PERFORMANCE REQUIREMENTS SUMMARY

C.5.1 TASK 1 – PROVIDE PROGRAM MANAGEMENT

C.5.2 TASK 2 – PROVIDE WEBSITE HOSTING

C.5.3 TASK 3 - PROVIDE MOBILE APPLICATION SERVICES

C.5.4 TASK 4 – MARKETING AND PROMOTIONAL SERVICES

C.5.4 TASK 5 – OUTCOME EVALUATION / NEEDS ASSESSMENT PLAN

C.5.4 TASK 6 – EXPANDED CONTENT / DELIVERY SYSTEMS FOR WEBSITE AND MOBILE APPS

C.5.4 TASK 7 – PARTNERSHIPS AND IMPLEMENTATIONS

ATTACHMENT 2

SAMPLE QUALITY ASSURANCE (QA) MONITORING FORM

Service/Standard:

Survey Period: (Insert the survey period date range.)

Month XX, 202X through Month XX, 202X

Surveillance Method (Check the appropriate box):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint Level of Surveillance (Check the appropriate box):

Monthly Quarterly As needed ________ (insert surveillance timeline) Percentage of Items Sampled During Survey Period: XX% (insert percent) Analysis of Results:

Observed Service Provider Performance Measurement Rate: XX% (insert percent) Service Provider’s Performance (check one): Meets Standards Does Not Meet Standards Narrative of Performance during Survey Period:

Prepared by: ______________________________________ Date: ______________________

ATTACHMENT 2

QUALITY ASSURANCE (QA) MONITORING FORM – CUSTOMER COMPLAINT INVESTIGATION

Service/Standard:

Survey Period: (Insert the survey period date range.)

Month XX, 202X through Month XX, 202X

Date/Time Complaint Received: (insert date/time) Month XX, 202X at XX am or pm (specify) Source of Complaint:

Name: _________________________________________________________________ Organization: ___________________________________________________________ Phone Number: _________________________________________________________ Email Address: __________________________________________________________ Nature of Complaint:

Insert a brief description of the nature of the complaint.

Results of Complaint Investigation:

Insert a summary of the results of the complaint investigation.

Date/Time Service Provider Informed of Complaint: (insert date/time) Month XX, 202X at XX am or pm (specify) Corrective Action Taken by Service Provider:

Describe any corrective action taken.

Received and Validated by: ______________________________________________________ Prepared by: ______________________________________ Date: ______________________ image1.png image2.png