QASP_Attachment_C.pdf

Attachment C

ATTACHMENT C

QUALITY ASSURANCE SURVEILLANCE PLAN’

I. PURPOSE

This Quality Assurance Surveillance Plan (hereinafter “QASP”) has been developed to provide a systematic and effective method in evaluating and monitoring the Contractor’s performance throughout the duration of this contract. The intent is to ensure that the Contractor performs in accordance with the contract and performance requirements set forth in this contract, to ensure that quality standards are achieved, that the Government receives quality services and that the Government only pays for the acceptable level of Services received.

A listing of some of the significant standards for performance of this contract are identified in the Performance Requirement Summary (hereinafter “PRS”) attached below. The absence of comprehensive listing of performance standards does not absolve the Contractor of the overall responsibility to generate high quality products and services according to normal business practices and industry standards, nor does this condition detract from Government enforceability, nor limit the rights or remedies of the Government under all provisions of the contract.

II. SCOPE

To fully understand the distinction between a Quality Control Plan (hereinafter “QCP”) and the QASP it is important to define the terminology. The Contractor, and not the Government, is responsible for the implementation and management of the quality control actions needed to meet the quality standards set forth by this contract. As such, the Contractor shall develop and submit a QCP for Government approval documenting how they how they will implement procedures to identify, prevent, correct and ensure non-recurrence of non-compliant/ unacceptable services, to monitor and manage the necessary quality control actions in order to achieve the contract and performance requirements set forth by this contract (e.g. assigned resource(s), inspection plan, etc) and to ensure services are performed in accordance with all applicable Federal, State, and Local laws and regulations and BEP policies and procedures. In essence the QCP is a part of the Contractor’s overarching quality control program in driving quality within their performance of this contract. The QASP on the other hand, is put in place to provide Government surveillance oversight of the Contractor’s quality control efforts to assure that they are timely, effective and are delivering the level of quality specified in this contract.

III. ROLES

The Contracting Officer Representative (hereinafter “COR”) and designated Quality Monitors will monitor performance using the surveillance/monitoring methods and procedures identified in this QASP. The COR will instruct the Quality Monitors on the evaluation procedures to be used when conducting surveillance/monitoring of the Contractor's performance as well as the contract and performance requirements (refer to the PRS below) that are to be used in evaluation of the Contractor’s performance.

The COR is the primary party responsible for the surveillance/monitoring of Contractor performance under this QASP, maintaining QASP files, submitting QASP documentation to and informing the Contracting Officer (hereinafter “CO”) of any issues that may arise during the performance. The designated Quality Monitors are Government employees authorized by the COR and CO to assist in the evaluation of Contractor performance. A list of designated individuals will be provided to the CO within fifteen (15) days after award.

IV. METHODS OF SURVEILLANCE/MONITORING

The below listed methods of surveillance/monitoring shall be used by the Government to evaluate and review the Contractor’s performance and generated documentation in accordance with contract requirements and performance standards as specified in this contract. The Government reserves the right to unilaterally change its method, level, or frequency of surveillance/monitoring at any time during the course of the contract. Altering the method, level, or frequency of surveillance/monitoring will not entitle the Contractor to an equitable adjustment of the contract terms, estimated costs, or fees. It is the responsibility of the Contractor to ensure service is delivered correctly, on time, and without fail in accordance with the terms and conditions of the contract

A. Surveillance/Monitoring: Surveillance/monitoring will be conducted at the end of each audit event and may evaluate all or a part of the documentation generated and services performed by the Contractor over the course of the audit.

B. Random Surveillance/Monitoring: Random surveillance/monitoring can be conducted anytime during a given audit and evaluate all or a part of the documentation generated and services performed by the Contractor during that point in time.

C. Customer Feedback: Customer Feedback may be obtained at any time from any Government employee, working on-site at the Government facility, either through individual feedback submission or via a customer survey conducted by the COR. Customer Feedback may be positive or negative feedback.

V. PROCEDURES

The COR and designated Quality Monitors will monitor at the level, method and frequency as described in the above section, Contractor performance by either watching actual performance, physically checking an attribute of a completed task, checking a report, accessing records or generated documentation, inspecting a task or its results to determine whether or not the performance met the required contract and performance requirements contained within the contract. The Government may conduct this surveillance/monitoring either announced or unannounced and by either in person or by remote observation (i.e. via video camera).

Customer Feedback: Customer Feedback must set forth clearly in writing the nature of the feedback, be dated, signed by the individual submitting the feedback and be submitted to the COR directly or via one of the designated Quality Monitors. The COR will notify and discuss with the Contractor both negative and positive feedback and in instances of a complaint provide an opportunity for the Contractor to correct the problem as per contract requirements or disagree with the validity of the complaint. If the Contractor disagrees with a complaint, the Contractor shall inform the COR of their reasoning and any issues they may have with the compliant. The COR will then further investigate the complaint to determine its validity and document his/her findings. If the COR determines the complaint as invalid, then the Contractor will be notified. Invalid complaints will not be used in the evaluation of Contractor’s performance. If the COR determines the complaint as valid, the COR will inform the Contractor, who will be given additional time to correct the issue. The COR may choose not to count valid complaints against the Contractor’s performance evaluation if proper and timely correction of the non-compliant/unacceptable service(s) is accomplished in the time authorized. Nonetheless, recurring Customer Feedback indicating the same non-compliant/unacceptable service(s) will result in the COR contacting the CO for appropriate action and will be used in the evaluation of the Contractor performance.

For each valid Customer Feedback submitted the COR is to complete a Surveillance Activity Checklist and a) indicate the applicable performance requirement in question or b) if there is not a performance requirement that readily aligns to the feedback select "Customer Feedback -other", provide a general note in the designated area concerning any resolution or appraisal of the feedback and attach the submitted Customer Feedback document to the Surveillance Activity Checklist. Customer Feedback will be summarized along with the other surveillance/monitoring information obtained. The COR will maintain a summary log of all received Customer Feedback as well.

VI. PERFORMANCE REQUIREMENT CHANGES

The COR may make recommendations to the CO to modify the performance requirements listed in Section VIII below. The COR must put such recommendations in writing and include a rational as to why they are requesting such a change. If approved by the CO the Contractor will be notified in writing of such changes. Changes won’t become effective until the following month after notification. The CO will update the necessary documentation and provide updated copies to the appropriate parties as well.

VII. RECORDS

The COR will, in addition to providing documentation to the CO, maintain a QASP file. The file will contain copies of reports, evaluations, recommendations, summary documentation, and any other associated documentation related to the surveillance/monitoring of the Contractor’s performance. All such records will be retained for the life of this contract. The COR shall ensure to provide a copy of these records to the CO at termination or completion of this contract.

VIII. PERFORMANCE REQUIREMENTS SUMMARY

Below is a summary of the performance requirements that will be used to evaluate the Contractor’s performance. Attachment C.1 of this document represents the form that that the COR and designated Quality Monitors will use to record their results of their surveillance/monitoring.

Performance requirements

PWS

Applicability Performance Standard Performance Metric

Personnel, Staffing, and Accreditation

Auditors have been approved by COR 3.1.3 Management / Personnel Effectiveness and Availability

0% variance - Failure results in automatic dismissal of personnel

Contractor followed BEP security requirements

3.3.3 Management / Personnel Effectiveness and Availability

0% variance - Failure results in automatic dismissal of personnel

Maintains ANAB accreditation for ISO14001 and ISO9001

4.1 Management / Personnel Effectiveness and Availability

0% variance - Failure results in automatic dismissal of personnel

Maintains accredited printing scope

(09) on ANAB website

4.4 Management / Personnel Effectiveness and Availability

0% variance - Failure results in automatic dismissal of personnel

Timeliness and Response

Completes contract deliverable within timeframe specifies

3.2.1, 3.2.3, 3.4.2, Responsiveness No more than four instances of non-compliance during review period.

Operational Performance

End of day meetings are scheduled and held

3.2.6 Communication of audit status

No more than five end-of-day meetings that do not follow agreed scheduled time during review period. Note: meeting changes that are agreed between auditor and auditee are allowable and not counted.

Nonconformities are clearly written and include description of audit evidence found, source of evidence, requirement statement, and source of

3.4.23.4.3 , 3.4.4

Communication of audit status

0% variance - all nonconformities written in final report versions contain required elements.