Attachment_6_-_TO_QASP.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Geospatial Integration Office (GIO) Program Support 28 June 2016

TABLE OF CONTENTS:

1.0 Mission

2.0 Purpose

3.0 Authority

4.0 Roles and Responsibilities

5.0 Contractor’s Quality Control Plan (QCP)

6.0 Performance Requirements and Method(s) of Surveillance

7.0 Surveillance Documentation

8.0 Acceptance of Services

9.0 Contract Management

Appendices:

1. Services Summary (SS) and Method of Surveillance Matrix

2. Corrective Action Report (CAR)

3. Customer Complaint Record

1.0 Mission

The Headquarters Air Mobility Command (HQ AMC) Directorate of Logistics, Engineering, and Force Protection Geo Integration Office (A4OC) mission is to organize and execute the command’s non-Intelligent GI&S program and capabilities. The AMC geospatial system in this task order currently includes HQ AMC geospatial system infrastructure as well as AMC installation-level geospatial infrastructure as part of the Installation Geospatial Information and Services (IGI&S) capability (also known as GeoBase) at 10 AMC installations.

2.0 Purpose

This Quality Assurance Surveillance Plan (QASP) is a government-developed document used to determine if the contractor’s performance meets the performance standards contained in the contract and subsequent Task Orders (TO). The QASP establishes procedures on how this surveillance/inspection process will be conducted to ensure successful Performance Work Statement (PWS) performance. It provides a systematic method for a continuous oversight process to determine conformity with the technical requirements of the contract/TO(s). The QASP establishes:

· What will be monitored.

· How monitoring will take place.

· Who will conduct monitoring.

· How monitoring efforts and results will be documented.

The contractor is responsible for implementing and delivering performance that meets contract objectives using its Quality Control Plan (QCP). The QASP provides the structure for the government’s surveillance of the contractor’s performance to ensure that it meets contract/TO(s) requirements. It is the government’s responsibility to be objective, fair and consistent in evaluating contractor performance. The Contracting Officer (CO) shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract/TO(s) and determines the final assessment of contractor performance.

The QASP is not part of the contract/TO (s) nor is it intended to duplicate the contractor’s QCP. This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on contractor performance.

The government may provide a copy of the QASP to the contractor to facilitate open communication. The QASP should ensure early identification and resolution of performance issues to minimize impact on mission performance. In addition, the government recognizes utilization of the QASP takes into consideration that unforeseen or uncontrollable circumstances might occur that are outside the control of the contractor.

3.0 Authority

Authority for issuance of this QASP is provided under FAR 37.604, 46.4, and the clause at 52.212-4 (Contract Terms and Conditions – Commercial Items), which provides for inspection, acceptance, and documentation of the performance called for in the contract/ TO(s). This acceptance is to be executed by the CO or a duly authorized representative.

4.0 Roles and Responsibilities

The following personnel comprise the Multi-Functional Team (MFT) and shall oversee and coordinate surveillance activities.

Government Representatives:

Contracting Officer Representative (COR) Supervisor – The COR Supervisor nominates the COR, ensures the COR is trained before performing any COR duties and supports the COR’s surveillance activities.

COR Supervisor: TBD Unit:

Phone:

Email:

Contracting Officer (CO) – The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms and conditions, and shall safeguard the interests of the United States in the contractual relationship.

Specific duties of the CO include:

· Delegating authority for inspection and/or acceptance to COR in accordance with the terms and conditions of the contract/TO(s).

· Informing the contractor of the names, duties, and limitations of authority for all COR’s assigned to the contract/TO(s).

· Periodically assessing COR’s performance (Annual COR File Review in the CORT site).

· Managing contractor performance surveillance data, including submitting Contractor Performance Assessment Reporting System (CPARS) reports.

· Ensuring the MFT reviews this QASP annually (at a minimum) for recommended changes.

· Providing contract-specific training (to include refresher training) administered by CO or CO’s designee to all appointed CORs.

Contracting Officers (CO):

CO:

Unit:

Phone:

Email:

Contracting Officer’s Representative (COR) - The COR is responsible for providing continuous program and technical oversight of the contractor’s performance. While the COR may serve as a direct conduit to provide Government guidance and feedback to the contractor on technical matters, they are not empowered to make any contractual commitments or any contract/TO(s) changes on the government’s behalf. The COR is responsible for reporting early identification of performance problems to the CS and may use the applicable appendix items for documenting contractor performance.

Specific duties of the COR include:

· Evaluating and documenting the contractor’s performance in accordance with the procedures set forth in the QASP.

· Recommending any changes necessary to the contract/TO’s, PWS’s, QASP or other items to provide more effective operations and/or eliminate unnecessary costs.

· Maintaining a COR CORT file that accurately documents the contractor’s actual performance (COR Monthly Status Reports, Corrective Action Reports, Customer Complaint Records etc.).

· Utilizing COR CORT file data (Monthly Status Reports and/or any other COR surveillance documentation) to assist the CS/CO in the preparation of the annual CPARS reports.

· Receiving required training before performing any COR duties (IAW MP5301.602-2(d)).

· Notifying the CS/CO immediately regarding contractor non-compliance with FAR 52.222-50, “Combating Trafficking in Persons.”

Primary COR: Mr. Richard M. Updike Unit:

Phone:

Email:

Quality Assurance Program Coordinator (QAPC) - The QAPC is responsible for developing, managing, and implementing the Quality Assurance Program. The QAPC may also provide refresher training, as needed.

Mr. Michael T. Hoh

763 SCONS/PKP

(P) 618-256-4393 Email: michael.hoh.1@us.af.mil

Contractor Representatives:

Contractor – Complies fully with the terms and conditions of the contract/TO(s) and ensures non-conforming contract/TO services are identified and corrected.

Specific duties of the Contractor include:

· Participating as a member of the MFT in the post-award management phase.

· Maintaining and implementing their commercial quality procedures that ensure contract/TO(s) requirements are met.

· Ensuring that the QCP is revised when necessary to prevent recurrence of non-conforming contract/TO services.

· Tendering to the government for acceptance only those services that conform to contract/TO requirements.

· Recommending any changes to the contract/TO(s) that will provide more effective operations and/or eliminate unnecessary costs.

· Receiving required training before performing any COR duties (IAW MP5301.602-2(d)).

· Notifying the CO immediately regarding contractor non-compliance with FAR 52.222-50, “Combating Trafficking in Persons.”

Contractor POC:

TBD

5.0 Contractor’s Quality Control Plan (QCP)

As required by the contract, the contractor’s commercial QCP included in the final proposal dated xx xxx xx, is incorporated by reference.

6.0 Performance Requirements and Method(s) of Surveillance

6.1 Contract Surveillance

The goal of the QASP is to ensure that contractor performance is effectively monitored and documented regarding the quality of the contractor’s performance as it relates to performance objective and standards. The COR function is responsible for a wide range of surveillance requirements that effectively measure and evaluate the contractor’s performance. The COR’s contribution is their professional, non-adversarial relationship with the CS, CO and the contractor, which enables positive, open and timely communication. The COR uses the methods contained in this QASP to ensure the contractor is in compliance with contract/TO requirements. Additionally, this QASP is based on the premise that the contractor, not the Government, is responsible for management and quality control/quality assurance actions to successfully meet the terms and conditions of the contract and TO(s).

6.2 Services Summary (SS)/Surveillance Matrix - Appendix 1

The Services Summary/Surveillance Matrix is the list of performance objectives and thresholds that must be performed by the contractor. The matrix states the performance objectives, performance thresholds, metric’s and method of surveillance the COR will use to inspect and validate performance objectives and results.

Performance objectives define the desired outcomes. Performance thresholds define the level of service required under the contract/TO(s) to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance. Surveillance results of objectives will be documented on the appropriate report form.

Method(s) of Surveillance: One-hundred percent inspection and customer complaint will be the standard contract performance review and analysis processes used in evaluating the contractor’s performance. The PWS provides the foundation of the COR’s inspection checklist.

Definition of surveillance method(s):

100% Inspection: The COR will inspect and evaluate the contractor’s performance each time it is performed. The result of the contractor’s overall performance is then evaluated to determine acceptability of the service provided.

Customer Complaint: The COR is the point of contact and must collect all customer complaints. The Customer Complaint Record below will be used for this purpose. All complaints and any resulting resolution of such complaints must be documented with the information required on the customer complaint form. Customer complaint forms become a permanent part of the COR file.

7.0 Surveillance Documentation

7.1 Corrective Action Report (CAR) - Appendix 2

Corrective Action reporting is divided into two categories, which are as follows: minor and major.

Minor Deficiency: A minor deficiency is a departure from established contract/TO standards having little bearing on the service provided. Some examples would be data deliverables with minor grammatical or spelling errors or insufficient copies of documents. When the COR identifies a minor deficiency, the COR shall document the deficiency and verbally contact the designated contractor representatives, but is not required to notify the CS; however, if the same minor deficiency is identified more than once, it may be an indication that a major deficiency is occurring or has occurred because the contractor has not taken proper steps to prevent recurrence. In this case, the COR shall immediately forward the CAR to the CS.

Major Deficiency: If at any time the COR identifies a condition as having a significant adverse effect on the quality of the service, such as those stated below, the COR shall document their findings utilizing the CAR and immediately forward the CS. Major deficiencies will be reported by the COR to the designated contractor representative in writing (CAR); however, copies of this written correspondence will be coordinated with the CS prior to issuance to the contactor representative. Some examples would be contractor failure to meet a performance objective, failure to provide adequate corrective action to preclude recurrence of government-identified findings, failure to provide corrective action to deficiencies identified by the COR within a prescribed suspense period, or failure to adhere to security regulations that results in a security incident.

Note: All minor and major deficiencies shall be documented on the CAR and entered into the COR’s CORT file by the COR.

7.2 Customer Complaint Record - Appendix 3

Any personnel that observe questionable or incomplete services or services not performed, or performed improperly, should immediately contact the COR. The COR shall receive, document, and validate or invalidate all complaints utilizing the Customer Complaint Record. If the complaint is invalid, the COR shall contact the complainant and explain why the complaint was invalid. The COR shall fully document the resolution for each complaint on the Customer Complaint Record and submit a copy to the CS. Validated complaints will be tracked and if the performance threshold is exceeded, the COR shall notify the CS in writing. The CS will notify the contractor and appropriate action can be taken.

Note: All Customer Complaint Record(s) will be entered into the COR’s CORT file by the COR.

8.0 Acceptance of Services

The COR will certify that acceptable services were received, in accordance with the terms and conditions of the contract/TO(s). The COR will certify receipt of contractor services via the Wide Area Workflow (WAWF) website. Certification of services shall be accomplished no later than seven calendar days after receipt of the invoice. To avoid payment of interest penalties, if the invoice is unacceptable, it should be rejected in the Invoicing, Receipt, Acceptance and Property Transfer (iRAPT) system within the first seven calendar days after receipt of the invoice. The COR should notify the CS immediately.

9.0 Contract Management

The MFT shall conduct periodic progress meetings to review the contractor’s performance. At these meetings the CS/CO will apprise the contractor of how the Government views the contractor’s performance and the contractor will apprise the Government of problems, if any, being experienced. The contractor shall immediately notify the CS and/or COR of any work being performed that the contractor considers over and above the requirements of the contract/TO(s). Appropriate action shall be taken to resolve any outstanding issues.

The MFT shall also provide any recommended changes to the QASP to the CS at the progress meetings or on an annual basis (at a minimum).

Appendix 1 – Services Summary (SS)/Surveillance Matrix

Task Requirements:

Contractor shall provide all data deliverables IAW the timeframes required by Exhibit A in the PWS.

100% Inspection

Support and Management:

Contractor shall develop and demonstrate a documented strategy for limiting outages to ensure the AMC geospatial system(s) operate 24 hours a day, 7 days a week, and 365 days a year.

100% Inspection

Help Desk Services:

Contractor shall provide resolution to include Government approved corrective action for customer complaints within 72 hours of initial receipt of customer complaint.

Customer Complaint

Appendix 2 – Corrective Action Report

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY |_| MAJOR |_| MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. CONTRACTING OFFICER’S REPRESENTATIVE (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

|_| ACCEPTED |_| REJECTED

12. CLOSE DATE

Appendix 3 – Customer Complaint Record

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY