QASP_dated_5_Feb_2014.pdf

Attachment 5

Quality Assurance Surveillance Plan (QASP)

For

Network Engineering Services

FAIRCHILD AIR FORCE BASE

WASHINGTON

5 February 2014

1. OVERVIEW. This Quality Assurance Surveillance Plan (QASP) details how the Network

Engineering service Change to reflect decided title contract will be managed upon award throughout its life cycle. This plan will focus on the level of performance required by the Performance Work

Statement (PWS), not the methodology or process.

2. OBJECTIVE. The objective of this contract is to provide Fairchild Air Force Base, WA (FAFB) with on-site engineer support services for the existing Fairchild AFB (Classified and Unclassified)

Metropolitan Area Networks and any required upgrades. The contractor shall perform all required services in accordance with best commercial practices, through innovation, technology, manufacturer’s recommendation or any other means necessary to provide the government with its desired outcome.

3. GOALS. By virtue of this Quality Assurance Surveillance Plan (QASP), a multi-functional team will be formed to manage the contract and strive to achieve efficiencies, improved customer service, contractor performance, and cost savings. Additional goals are as follows:

Maximize performance

Encourage innovation

Promote performance-based services

Increase awareness that performance-based services require participation from all team members

4. MULTI-FUNCTIONAL TEAM MEMBERS AND RESPONSIBILITIES.

(In accordance with MP5346.103 and MP5301.602-2 (d))

Contracting Officer

Contract Specialist/Administrator

Quality Assurance Program Coordinator (QAPC)

Contracting Officer’s Representative (COR)

Contracting Officer’s Representative (COR) (Supervisor) Management

Contractor

5. PERFORMANCE ASSESSMENT. This section identifies the processes that measure success towards achieving defined performance objectives within the performance thresholds in the Services

Summary and achieving the objectives/goals developed in the PWS and this Quality Assurance

Surveillance Plan (QASP).

5.1. Surveillance Approach. The intent of this plan is to primarily rely on the contractor’s internal quality control processes, changing the government’s role from “oversight” to “insight”. The team’s original surveillance approach may not stay the same throughout the duration of the contract;

therefore, the government should be prepared to periodically update the surveillance approach when necessary. The goal of our surveillance approach is to gain confidence in the contractor’s way of doing business and then adjust the level of insight to a point that maintains that confidence.

5.1.1. Quality assurance shall be based on the Government’s evaluation of results, not the frequency or method of performance. All key performance objectives must meet the prescribed standards and thresholds identified in the Services Summary to be regarded as acceptable.

5.1.2. Quality Control. The contractor shall utilize its own internal quality control processes to ensure services are performed in accordance with commonly accepted commercial practices and this

PWS. Should there be instances of recurring unsatisfactory performance, the contractor’s quality control plan and supporting documentation shall be made available to the government upon request.

The COR will verify the key performance objectives and subsequent thresholds in addition to other contract requirements are being performed in accordance with the PWS and applicable standards

5. 2. The following is a list of the key performance objectives that will be verified as contractually compliant by government personnel; however, inspection of any contract requirements is authorized.

COR Inspections.

5.2.1. Periodic Inspection. Utilizing periodic inspection of selected areas of work and aircraft, the COR will ensure that all aspects of contract performance have been validated in order to ensure contract requirements are being met. In addition to areas identified in the PWS, the COR needs to monitor areas of interest such as

Human Trafficking, Environmental, and other contract requirements. Those areas found to be unsatisfactory shall be documented through the Customer Feedback Program.

Customer Feedback Program.

5.2.2. In addition to the COR’s periodic assessment of the base aircraft services, any base personnel that observe unacceptable services, either incomplete or not performed, should immediately contact the COR.

Performance Objective

Services Summary

PWS Para Performance Threshold Method of Surveillance

Cutover of equipment and circuits is timely.

1.3.1 1 valid customer complaint per month

Periodic Surveillance/Customer Complaint

Installation of new equipment/circuits is performed in accordance with all PWS requirements.

1.3.2 1 valid customer complaint per month

Periodic Surveillance/Customer Complaint

Training is conducted as required.

1.3.3 1 valid customer complaint per month

Periodic Surveillance/Customer Complaint

Maintenance, troubleshooting, and repairs are properly performed ensuring network systems are operational.

1.3.4 1 valid customer complaint per month

Periodic Surveillance/Customer Complaint

Emergency response times are met.

4.3. No valid customer

complaints per month

Periodic Surveillance/Customer Complaint

If found to be valid, the COR will in turn submit a customer feedback/complaint to the contractor with copies to all applicable parties. The contractor shall review and take immediate corrective action.

5.2.3. All valid customer complaints shall be re-performed if applicable, as soon as possible after notification, but prior to the next service period. Re-performance however; does not eliminate the customer complaint and it still applies against the contractor’s performance threshold. If the contractor challenges the validity of the complaint and the COR and contractor cannot come to agreement, the customer complaint will be forwarded to the Contracting Officer (CO) for resolution. Customer complaints will be tracked and if the performance threshold is exceeded, action will be taken by the CO in accordance with the applicable Inspection/Acceptance clause.

5.2.4. If the COR identifies recurring instances of unsatisfactory performance, the COR may request to see the contractor’s internal quality control processes and the COR and MFT shall review it to ensure that the processes they are utilizing are sufficient.

5. 3. Each performance objective includes a government determined performance threshold and the procedures used to ensure this standard is met are as follows:

5. 3.1. Contractor performance will be monitored to ensure services are accepted and received.

Surveillance methods to be used are periodic review and customer complaint when unsatisfactory performance is annotated, of monthly reports, observation of the Contractor’s hardware/software installations, training, maintenance processes, documentation, and continuity manual update.

Performance of services will be evaluated to determine whether or not it meets the performance requirements of the contract.

6. CONTRACT MANAGEMENT. This section identifies measurement information used to effect positive change in organizational culture, systems, and processes, helping to set agreed upon goals, allocating and prioritizing resources, informing managers to either confirm or change current policy or program directions to meet those goals, and sharing results of performance in pursuing those goals.

6.1. Market Research. On-going market research is conducted to ensure the contract requirements remain current with commercial standards and industry performance evaluation methods.

6.2. Contracting Officer Representative Tracking (CORT)/WAWF Tool . The CORT/WAWF website is a DoD electronic depository listing all of the CORs, COR Management, and contracting officials’ information to include the invoicing and payment information associated with each contract.

The COR will initiate action to be assigned to a contract by self-nominating as a COR or in response to a request for COR Support Memorandum, by completing required training and issuing a nomination memorandum to their supervisor for approval. The COR shall initiate a DD2875, System

Authorization Access Request (SAAR) for both the CORT and WAWF systems. The actual COR nomination process includes attaching training certificates required per “Type of Contract” designation made by the Contracting Officer and any applicable refresher training as required.

6.3 Wide Area Work Flow. Upon receipt of an approved DD 2875, the COR can perform certification of services via the Wide Area Work Flow (WAWF) system. CORs are required to take the online course and schedule one-on-one training with 92 CPTS/FMA. Certificates of training shall be downloaded into the CORT Tool. A declining balance worksheet shall be utilized to track funding on all service contracts. In addition to ensuring the contract has sufficient funding to pay for the contracted services, the COR shall coordinate with their local Resource Advisor to ensure any and all excess funding remaining at the end of each option period is de-obligated.

6.4. COR Records Review. The Contract Specialist/Administrator will review the COR’s surveillance files no less than semi-annually to ensure performance assessment is being properly conducted and documented, and contractor performance is within acceptable levels. This review will be documented and acknowledged by the CO and COR Management.

a. Surveillance Files. An inspection file must be developed and maintained by the primary COR

IAW DFARS PGI 201.602-2(ii) and MP5346.103. This folder is typically contained in hard copy, but may be maintained in a computer database provided there is adequate back up of the data to preclude accidental loss. The surveillance folder must contain the following sections, but may contain any other sections or information that the COR finds useful.

Section 1. Quality Assurance Surveillance Plan (QASP)

Section 2. Contractor’s Quality Control Plan (QCP) (if requested for validation)

Section 3. Surveillance Documents – The type of information that may be included are details of inspections or data gathering, conversations or meetings with the contractor, notes and comments that may be of value at some later date

Section 4. Contract – The portions of the contract that apply to the functional area(s) of the surveillance folder, e.g., PWS chapters, directive documents, references, pertinent terms defined by the contract, equipment listings, etc.

Section 5. COR Support/Nomination/Designation and Termination Memorandums, Certificates of Training

Section 6. Records – A section used for filing all documentation associated with contract quality assurance, e.g., correspondence, CO inputs, customer complaints, Wide Area Work

Flow (WAWF) validation of payment

6.5. Performance Feedback. Documentation is required to record, evaluate, and report contractor’s performance. On a quarterly basis, the COR will complete a narrative summary of contractor performance and forward it to the Contractor and CO that includes the following assessment elements.

The COR will also keep COR Management informed of all performance assessments. This information is a tool to provide the contractor and the Government a snapshot view of their performance.

Performance Element Description

Quality of Service

Assess the contractor’s conformance to contract requirements, specifications, and standards of good workmanship (e.g., commonly accepted technical, professional, environmental, or safety health standards).

Schedule

Assess the timeliness of the contractor against the completion of the contract, task orders, milestones, and delivery schedule, administrative requirements

(e.g., efforts that contribute to or effect the schedule variance).

Business Relations

Assess the integration and coordination of all activities needed to execute the contract, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the contractor’s history or reasonable and cooperative behavior, customer satisfaction, timely award and management of subcontracts, and whether the contractor met small/small disadvantaged and woman owned business participation goals.

Management of Key

Personnel

Assess the contractor’s performance in selecting, retaining, supporting, and replacing, when necessary, key personnel.

6.5.1. Performance Ratings. Contractor ratings and criteria are described below:

Performance Rating Criteria

Exceptional Performance meets contractual requirements and exceeds many of the government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

Very Good Performance meets contractual requirements and exceeds some of the government benefits. The contractual performance element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were highly effective.

Satisfactory Performance meets contractual requirements. The contractual performance of the element or sub-element contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Marginal Performance does not meet some contractual requirements. The contractual performance of the element or sub-element being assessed reflects a serious problem for which the contractor has not yet identified corrective actions.

The contractor’s proposed actions appear only marginally effective or were not fully implemented.

Unsatisfactory Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the element or sub-element contains serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

6.6. Acquisition of Services Process.

6.6.1. Initial Contract Performance Review. All services acquisitions with a value in excess of

$150,000 will be reviewed by the appropriate designated official within 30 days of the contractor’s full assumption of contract workload (for example, end of transition, phase-in, or similar event). The purpose of the review is to determine if the contractor successfully completed transition, is fully operational, and is within other performance parameters required by the contract. The Contracting

Officer’s review shall be documented, identifying any negative information concerning contract execution and any corrective actions necessary. The Contracting Officer’s assessment will be reviewed/approved by the Services Designated Official (SDO).

6.6.2. Annual Execution Review. All services acquisitions with a value in excess of $150,000 will be reviewed annually by the Contracting Officer and the Services Designated Official. The review shall be conducted and documented prior to issuing the notification of the government’s intent to exercise an option to ensure identification of any negative variations in schedule and/or other significant performance measures required by the contract. If significant variations exist, include an explanation of the causes for the variance and an assessment of the contractor’s corrective action plan.

6.7. Changes. Changes to this QASP shall be submitted in writing through the Contracting Officer.