E13-Quality_Assurance_Surveillance_Plan_NHOTIC_Exhibit.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

SERVICE: Updating and Upgrading Services for Native American Exhibit at NHOTIC DISTRICT: Northwest Oregon District

LOCATION: Baker City, Oregon 97814

Issued: August 5th, 2022 For: RFQ 140L4322Q0143

Number: Provided Upon Contract Award

PREPARED BY:

Tim Wanamaker, Contracting Officer

Bobby Reis, Contracting Officer Representative

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

1 INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the performance work statement (PWS) entitled Warehouse and Mailroom Services, Bureau of Land Management, Oregon State Office. This plan sets forth the procedures and guidelines used by the Bureau of Land Management in ensuring the required performance standards or services levels are achieved by the contractor.

2 PURPOSE

2.1 This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

2.1.1 What will be monitored.

2.1.2 How monitoring will take place.

2.1.3 Those conducting the monitoring.

2.1.4 How monitoring efforts and results will be documented.

2.2 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.

2.3 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

3 GOVERNMENT ROLES AND RESPONSIBILITIES

3.1 The Contracting Officer. Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor's performance.

Assigned CO: Timothy Wanamaker, twanamaker@blm.gov Organization or Agency: Bureau of Land Management, Oregon State Office

3.2 The contracting officer’s technical representative (COR) Contracting Officer's Representative (COR)

- The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor's performance. The COR shall keep a quality assurance file. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government's behalf.

Assigned COR: Bobby Reis, rreis@blm.gov Organization or Agency: Bureau of Land Management, NHOTIC (Baker City) mailto:twanamaker@blm.gov

4 CONTRACTOR REPRESENTATIVES. The following employees of the contractor serve as the contractor's program manager for this contract.

4.1 Program Manager - To be determined

4.2 Other Contractor Personnel- To be determined

5 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

5.1 The required performance standards and/or quality levels are included in the PWS. 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.

5.2 The Government shall use "Potential Exercise of Option Period" as an incentive. Incentives shall be based on exceeding, meeting, or not meeting performance standards.

6 METHODOLOGIES TO MONITOR PERFORMANCE

6.1 Surveillance Techniques

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)

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

Periodic Surveillance – COR typically performs the periodic inspection.

Annual review by COR

6.2 Customer Feedback

6.2.1 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.

6.2.2 Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems.

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

6.2.4 Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

7. RATINGS. Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

Exceeds Standard Meets Standard

Failed to Meet Standard

8. DOCUMENTING PERFORMANCE

8.1. Acceptable Performance. The Government shall document positive performance. Any report may become a part of the supporting documentation for any contractual action.

8.2. Unacceptable Performance.

8.2.1. When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file.

8.2.2. When the COR determines formal written communication is required, the COR shall prepare a

Contract Discrepancy Report (CDR) and present it to the contractor's program manager.

8.2.3. 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 to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The COR will also state how long after receipt the contractor must present this corrective action plan to the COR. The Government shall review the contractor's corrective action plan to determine acceptability.

8.2.4. Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.

9. FREQUENCY OF MEASUREMENT

9.1. Frequency of Measurement. During contract performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed. Reports will be completed monthly, and a copy will be provided to the contractor.

9.2. Frequency of Performance Assessment Meetings. The COR shall meet with the contractor biannually to assess performance and shall provide a written assessment.

PART 7

ATTACHMENT/TECHNICAL EXHIBIT LISTING

C.7 Attachment/Technical Exhibit List:

C.7.1 Attachment 1/Technical Exhibit 1 – Performance Requirements Summary

C.7.2 Attachment 2/Technical Exhibit 2 – Deliverables Schedule

C.7.3 Attachment 3/Technical Exhibit 3 – Estimated Workload Data

C.7.4 Attachment 4/Technical Exhibit 4 - Sample Quality Assurance Monitoring Form

ATTACHMENT 1: PERFORMANCE REQUIREMENTS/STANDARDS SUMMARY

TECHNICAL EXHIBIT 1

Performance Requirements Summary The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Performance Objective (PO) Standard Performance Threshold (This is the maximum error rate. It could possibly be “Zero deviation from standard”)

Method of Surveillance

PO # 1.

The contractor shall Visit NHOTIC to meet with curatorial and exhibits staff to review scope and direction of the project.

PWS paragraph: 2.1 100% compliance. Zero deviation from standard.

Periodic:

Contractor meets with curatorial, exhibits staff and

COR

PO # 2

The contractor shall understand the need for developing exhibit panels for three gallery spaces: Introductory Diorama, Trade Diorama, and Native American Gallery.

PWS paragraph: 2.2.1 -2.2.3 100% compliance. Non-compliance corrected upon discovery.

100% inspection

PO # 3

The contractor shall participate in consultation meetings with NHOTIC staff, Tribal representatives, and stakeholders to determine appropriate content for each gallery’s topic areas to tell the story from the Native American perspective. (NHOTIC will coordinate and lead tribal consultation.)

PWS paragraph: 2.2.3.1 100% compliance. Non-compliance corrected upon discovery.

100% inspection

PO # 4

The contractor shall maintain record of outside researcher contacts and tribal contacts per coordination of tribal consultation with NHOTIC staff.

PWS paragraph: 2.2.3.2 100% compliance. Non-compliance corrected upon discovery.

Annual review by COR

PO # 5

The contractor shall provide NHOTIC staff with quarterly updates and meet with NHOTIC staff at each stage of the process for review and approval before progression to the next stage.

PWS paragraph: 2.2.3.3 100% compliance. Non-compliance corrected upon discovery.

PO # 6

The contractor shall develop exhibit panel outlines for each gallery.

PWS paragraph: 2.2 100% compliance. Non-compliance corrected upon discovery.

100% inspection

PO # 7

The contractor shall meet with NHOTIC staff for review of stage i. Exhibit Outline; document must be suitable to proceed to next stage, stage ii. Exhibit Script.

PWS paragraph: 2.2.3.3 100% compliance. Non-compliance corrected upon

PO # 8

The contractor shall conduct research of the previously determined topic areas and content.

PWS paragraph: 1.5 and 2.2.1-3

100% compliance. Non-compliance corrected upon discovery.

PO # 9

The contractor shall research and compile an inventory of images, video, and graphics to use in the exhibit, include appropriate source information, copyright, and citations.

PWS paragraph: 2.2.3.6 100% compliance. Non-compliance corrected upon discovery.

PO #10

The contractor shall create a dynamic timeline panel of significant Native American historical events from the Native American perspective.

PWS paragraph: 2.2.3.7 100% compliance. Non-compliance corrected upon

PO #11

The contractor shall provide a written exhibit script for each gallery using completed research, ensuring that all relevant academic citations and a complete bibliography are included.

PWS paragraph: 1.5, 2.2.3.5, 2.2.3.9 100% compliance. Non-compliance corrected upon

PO #12

The contractor shall coordinate with NHOTIC staff to develop exhibit utilizing 5-10 relevant objects utilizing existing NHOTIC museum collections, identify potential objects for loan – NHOTIC will develop loan agreement, or procure replicas on the open market.

PWS paragraph: 2.2.3.8 100% compliance. Non-compliance corrected upon

PO #13

staff for review of stage ii. Exhibit Script: document must be suitable to proceed to next stage, stage iii. Exhibit Design.

PWS paragraph: 2.2.3.3 100% compliance. Non-compliance corrected upon

PO #14

The contractor shall develop a cohesive exhibit design, utilizing best practices and materials to match museum aesthetic, fabricate, and install final exhibit and/or subcontract these services following provided standards.

PWS paragraph: 2.2.3.10 100% compliance. Non-compliance corrected upon discovery.

PO #15

staff for review of stage iii. Exhibit Design: document must be suitable to proceed to next stage, stage iv.

Fabrication.

PWS paragraph: 2.2.3.3.3 100% compliance. Non-compliance corrected upon

PO #16

The contractor shall fabricate panels for each gallery matching approved designs.

PWS paragraph: 1.5, 2.2.3.10 100% compliance. Non-compliance corrected upon

PO #17

staff for review of stage iv. Fabrication:

Fabricated panels must be suitable to proceed to next stage, stage v.

Installation.

PWS paragraph: 2.2.3.3.4 100% compliance. Non-compliance corrected upon

PO #18

The contractor shall install fabricated panels matching approved designs.

PWS paragraph: 2.2.3.10 100% compliance. Non-compliance corrected upon

PO #19

staff for review of stage v. Installation:

installed panels must be suitable to proceed to next stage, stage vi. Final Approval and Punch List.

PWS paragraph: 2.2.3.3.5 100% compliance. Non-compliance corrected upon

PO #20

The contractor shall provide a final draft of all exhibit panels, compiled documents, completed paperwork, etc.

based on feedback and comments from reviews by staff, stakeholders, and tribes.

PWS paragraph: 2.2.3.3 100% compliance. Non-compliance corrected upon

PO #21

staff for review of stage vi. Final Approval and Punch List: the installed exhibit panels, compiled documents, completed paperwork, etc. must be suitable to complete contract and receive payment.

PWS paragraph: 2.2.3.3.6 100% compliance. Non-compliance corrected upon

TECHNICAL EXHIBIT 2

DELIVERABLES SCHEDULE

Deliverable Frequency # Of Copies Medium/ Format Submit to Content Research 1 2 Electronic PDF and hard copy

COR

Exhibit Script 1 2 Electronic PDF and hard copy

COR

Exhibit Design 1 2 Electronic PDF and hard copy

COR

Component Fabrication

1 1 Physical media for installation

COR

Assist BLM with Tribal Consultation as directed by the

BLM

As needed 2 Electronic PDF and hard copy

COR

TECHNICAL EXHIBIT 3

ESTIMATED WORKLOAD DATA (Level of Effort)

Period of Performance: September 30th, 2022, through September 29th, 2023

Item

no. Item Description Est. Quantity Est. Unit of Measure

00001 Upgrade and refresh the existing Native American Gallery and Native American components in Introductory Diorama and Trade Diorama at the National Historic Oregon Trail Interpretive Center (NHOTIC).

1 JOB

Technical Exhibit 4

ATTACHMENT 4: 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: