B08(o)_-_Attachment_6_-_Quality_Assurance_Surveillance_Plan.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Unarmed Security Guard Services

TABLE OF CONTENTS

1 INTRODUCTION

1.1 Purpose

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer

2.2 The Contracting Officer’s Technical Representative

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

4 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

4.2 Customer Feedback

4.3 Acceptable Quality Levels

5 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

5.2 Monitoring Forms

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

6.2 Reporting

6.3 Reviews and Resolution

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

ATTACHMENT 2: SAMPLE QUALITY ASSURANCE MONITORING FORM

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

1 INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the Statement of Work (SOW) entitled Unarmed Security Guard Services. This plan sets forth the procedures and guidelines United States Park Police Staff will use in ensuring the required service 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 services 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 service standards/quality levels identified in the SOW and the Contractor’s quality control plan (QCP), and to ensure that the Government pays only for the level of services received. This QASP explains the following:

• What will be monitored

• How monitoring will take place

• Who will conduct the monitoring

• How monitoring efforts and results will be documented

1.1.2 This QASP defines the roles and responsibilities of all members of the integrated project team (IPT), identifies the service 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. This QASP does not detail how the Contractor accomplishes the work. Rather, the QASP is created with the premise that the Contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance.

1.1.3 This QASP is a “living document” and the Government may review and revise it on a regular basis; however, the Government shall coordinate changes with the Contractor. Copies of the original QASP and revisions shall be provided to the Contractor and Government officials implementing surveillance activities.

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer

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 contracting officer's representative (COR), 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.

2.2 The Contracting Officer’s Technical Representative

The contracting officer’s technical representative (COTR) is designated in writing by the CO to act as his or her authorized representative to assist in administering a contract. COTR limitations are contained in the written appointment letter. The COTR is responsible for technical administration of the project and ensures proper government surveillance of the contractor’s performance. The COTR 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 COTR 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 IDENTIFICATION OF REQUIRED QUALITY LEVELS

The required quality levels are included in the SOW and in Attachment 1, “Performance Requirements Summary.” If the Contractor meets the required service level, it will be paid the amount agreed on in the contract equal only to actual services received. Failure to meet the required service level will result in disincentive actions.

4 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

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 (include those that apply)

Random monitoring, which shall be performed by the COTR/COR designated inspector.

100% Inspection – Each month, the COTR/COR, shall review the generated documentation and enter summary results into the Surveillance Activity Checklist.

Periodic Inspection – COTR/COR typically performs the periodic inspection on a monthly basis.

4.2 Customer Feedback

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 COR as opposed to the contractor.

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 COTR/COR. The COTR/COR will accept those customer complaints and investigate using the Quality Assurance Monitoring Form – Customer Complaint Investigation, identified in Attachment 3.

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

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. 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 to the overall mission performance of unarmed guard services.

5 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes.

Performance standards are expressed in the SOW and are assessed using the performance monitoring techniques shown in Attachment 1.

5.2 Monitoring Forms

The Government’s QA surveillance, accomplished by the COR, will be reported using the monitoring forms in Attachments 2. The forms, when completed, will document the Government’s assessment of the Contractor’s performance under the contract to ensure that the required service levels of unarmed guard services are in accordance with the SOW.

5.2.1 The COR will retain a copy of all completed QA surveillance forms.

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

6.1.1 Government shall use the monitoring methods cited to determine whether the 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. When appropriate: Failure to meet the AQL may result in a disincentive actions at the discretion of the Contracting Officer.

6.2 Reporting

6.2.1 At the end of each month, the COR will prepare a written report for the CO 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 2), will become part of the QA documentation. It will enable the government to demonstrate whether the contractor is meeting the stated objectives.

6.3 Reviews and Resolution

6.3.1 The COR may require the Contractor’s project manager, or a designated alternate, to meet with the CO, COR, 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

6.3.2 The QAR must coordinate and communicate with the Contractor to resolve issues and concerns regarding marginal or unacceptable service levels.

6.3.3 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 at the convenience of the PCO/ACO.

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

The following Performance Requirements Summary (PRS) indicates the desired outcomes, performance objectives, performance standards, and Acceptable Quality Levels (AQLs). Refer to the Statement of Work for the actual descriptions.

PRS

Paragraph Specific Task AQL Standard Method of Surveillance

Incentive / Disincentive

1 C.4, C.21

Qualifications of Personnel

100% Personnel are found to have met all of the qualifications in strict accordance with the base SOW.

Direct observation, random inspection (auditing), analysis of Contractor’s sign-in/out reports, or 100% inspection.

Trends of acceptable performance will result in the exercise of the Option period, satisfactory CPARS

VS.

Trends of less than acceptable performance could result in non-exercise of Option period, revoke access to applicable personnel, termination of contract, unsatisfactory CPARS

2 C.5, C.6 Personnel, Key Personnel

100% Personnel are found to have met all of the objectives as outlined in the base SOW.

Direct observation, random inspection (auditing), analysis of Contractor’s sign-in/out reports, or 100% inspection.

Trends of acceptable performance performance could result in non-exercise of Option period, revoke access to applicable personnel, termination of contract, unsatisfactory CPARS

3 C.7 Positions and Minimum Staffing Requirements

100% Minimum staffing requirements are met as outlined in the SOW of each specific task order.

Direct observation, random inspection (auditing), analysis of Contractor’s sign-in/out reports, or 100% inspection.

Trends of acceptable performance performance could result in non-exercise of Option period, revoke access to applicable personnel, termination of contract, unsatisfactory CPARS

4 C.9 Services Required – Non- Supervisory Security Officers

95% Duties are performed IAW the base and task order SOW.

Direct observation, random inspection (auditing), analysis of

Trends of acceptable performance

Contractor’s sign-in/out reports, or 100% inspection.

Trends of less than acceptable performance could result in non-exercise of Option period, revoke access to applicable personnel, termination of contract, unsatisfactory CPARS

5 C.14 Training and Certification

100% Training and Certifications are maintained as outlined in the base SOW.

Direct observation, random inspection (auditing), analysis of Contractor’s sign-in/out reports, or 100% inspection.

Trends of acceptable performance performance could result in non-exercise of Option period, revoke access to applicable personnel, termination of contract, unsatisfactory CPARS

6 C.15, C.17.3, C.17.4, C.17.5, C.17.6

Government Furnished Items

100% Government Furnished Items are accounted for.

Direct observation, random inspection (auditing), analysis of Contractor’s sign-in/out reports, or 100% inspection.

Trends of acceptable performance performance could result in non-exercise of Option period, revoke access to applicable personnel, termination of contract, unsatisfactory CPARS

7 C.16, C17.7

Contractor Furnished Equipment

100% Contractor shall provide and furnish property and supplies to employees in strict accordance with the

SOW.

Direct observation, random inspection (auditing), analysis of Contractor’s sign-in/out reports, or 100% inspection.

Trends of acceptable performance performance could result in non-exercise of Option period, revoke access to applicable personnel, termination of contract, unsatisfactory CPARS

8 C.18 Medical and Physical Qualifications

100% Contractor shall ensure all uniformed employees working on any task order issued under this contract will meet the medical and physical qualifications in strict accordance with the

Direct observation, random inspection (auditing), analysis of Contractor’s sign-in/out reports, or

Trends of acceptable performance performance could result in non-exercise of Option period, revoke

SOW. 100%

inspection.

access to applicable personnel, termination of contract, unsatisfactory CPARS

9 C.19, C.22

Standards of Conduct

100% Contractor shall be responsible for maintaining satisfactory standards of employee competency, conduct, appearance, and integrity; and shall be responsible for taking such disciplinary action with respect to their employees as may be necessary.

Direct observation, random inspection (auditing), analysis of Contractor’s sign-in/out reports, or 100% inspection.

Trends of acceptable performance performance could result in non-exercise of Option period, revoke access to applicable personnel, termination of contract, unsatisfactory CPARS

NOTE: Government surveillance of Contractor performance is not limited to the Performance Objectives as outlined in this PRS. The Government reserves the right to conduct compliance surveillance of any contractual requirement of this acquisition.

PRS Description of contents:

a. PRS #: indicates the numbering sequence within the PRS table.

b. Paragraph: PWS paragraph number(s) specifying each required task(s)

c. Specific Task: a brief summary of required tasks to be monitored.

d. Actual Quality Level (AQL): This column lists the maximum allowable degree of deviation from perfect performance of each requirement (If applicable, state the sampling method utilized( i.e. ANSI/ASQ Z1.4)) before the Government considers contractor performance unsatisfactory. An AQL does not say the contractor may knowingly offer defective service to the Government, but recognizes defective performance sometimes happens unintentionally.

e. Performance Standard: appropriate performance standard, usually described in terms of quality and timeliness, so that a distinction can be made between satisfactory and unsatisfactory performance.

f. Method of Surveillance: method(s) utilized to objectively perform surveillance of requirement.

g. Consequence of failure to achieve the AQL

ATTACHMENT 2: SAMPLE QUALITY ASSURANCE

MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint

LEVEL OF SURVEILLANCE (Check):

Monthly Quarterly As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

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: _________________