GCSC Task Order - Attachment E - QASP.docx

DS/OPO/WPS

WPS II TO <XXXX-XXXX - PostName> Quality Assurance Surveillance Plan Global Canine Services Center

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Attachment D QASP

U.S. DEPARTMENT OF STATE

TASK ORDER XX - GLOBAL CANINE SERVICES CENTER (GCSC)

ATTACHMENT E

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Version: 04/26/2022

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Table of Contents

Global Canine Services-Task Order

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Attachment E - QASP 1.

1. INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the Global Canine Services (GCS) IDIQ. This plan sets forth the procedures and guidelines DS/OPO/WPS/GCS will use in ensuring the required performance standards or service levels are achieved by the Contractor.

PURPOSE

A. The purpose of the QASP is to describe the systematic methods used to monitor performance 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 performance standards/quality levels identified in the SOW and the Contractor’s quality control plan (QCP), and to ensure that the U.S. government pays only for the level of services received.

B. This QASP defines the roles and responsibilities of all members of the integrated project team (IPT), identifies the performance 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.

PERFORMANCE MANAGEMENT APPROACH

A. The Contractor is responsible for the quality of all work performed. The Contractor measures that quality through the Contractor’s own quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this contract regardless of whether the work is performed by Contractor employees or by subcontractors. The Contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the contract (GCS IDIQ). The Contractor will develop and implement a performance management system with processes to assess and report its performance to the designated U.S. government representative. This QASP enables the U.S. government to take advantage of the Contractor’s QC program.

B. The U.S. government representative(s) will monitor performance and review performance reports furnished by the Contractor to determine how the Contractor is performing against communicated performance objectives. The U.S. government will make determinations based on performance measurement metric data and notify the Contractor of those decisions. The Contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

ROLES AND RESPONSIBILITIES

1. The Contracting Officer A. 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, at a minimum, and if applicable, one full-time COR from the respective Task Order Program Office and may designate one part-time COR from the Regional Security Office (RSO) at the post (or partner nation program) receiving canine services as the continental United States (CONUS) and outside the continental United States (OCONUS) government authority for performance management, respectively.

B. The number of additional representatives serving as government technical monitors (GTM) depends on the complexity of the services measured, as well as the Contractor’s performance, and must be identified and designated by the CO.

The Contracting Officer’s Representative The COR is designated in writing by the CO to act as his or her authorized representative to assist in administering a contract. Limitations on COR authority is contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures proper U.S. government surveillance of the Contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the U.S. 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 COR will have the responsibility for completing quality assurance (QA) monitoring forms used to document the inspection and evaluation of the Contractor’s work performance. U.S. government surveillance may occur under the inspection of services clause for any service relating to the contract.

METHODOLOGIES TO MONITOR PERFORMANCE

1. Surveillance Techniques To minimize the performance management burden, simplified surveillance methods shall be used by the U.S. government to evaluate Contractor performance when appropriate. The primary methods of surveillance are as follows.

A. Random monitoring, which will be performed by the COR, and/or their designated inspector.

B. 100% Inspection – Each month, the COR will review the generated documentation and enter summary results into the COR checklist.

C. Periodic Inspection – The COR will perform periodic inspections, in the form of program management reviews (PMRs), on at least a semiannual and no more than a quarterly basis.

D. Unscheduled inspections/evaluations of all services under the GCS IDIQ contract and respective task order performance work statements will be conducted throughout the contract performance period by the Government. If at any time, the services being provided are found to be noncompliant or do not meet the minimum contract standards, the Government reserves the right to take corrective action.

Customer Feedback A. 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.

B. 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 CO, COR, or GTM, as opposed to the contractor.

C. Customer complaints, to be considered valid, must include the following:

1. Be set forth clearly in writing detailing the nature of the complaint,

2. Be signed, and;

3. Be forwarded to the CO, COR, or GTM.

D. Customer feedback may also be obtained from the results of formal or informal customer satisfaction surveys.

QUALITY ASSURANCE DOCUMENTATION

The government’s QA surveillance, accomplished by the COR or their designated inspector, will be captured using the COR and PMR checklists. These documents, when completed, will document the government’s assessment of the Contractor’s performance under the contract to ensure that the required results are being achieved.

DS/OPO/WPS/GCS will retain copies of all completed QA surveillance forms.

ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

1. Determining Performance The U.S. government will use the monitoring methods cited above to determine whether the performance standards have been met. If the Contractor has not met the minimum performance 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 a contract compliant level.

Reporting After each PMR, the PMR team will prepare a written report for the COR summarizing the overall results of the quality assurance surveillance of the Contractor’s performance. This written report, which includes any directed corrective action, will become part of the QA documentation. It will enable the U.S. government to demonstrate whether the Contractor is meeting the stated objectives and/or performance standards, including cost/technical/scheduling objectives.

Reviews and Resolution The COR may require the Contractor’s project manager, or a designated alternate, to meet with the CO, COR, and other U.S. government IPT personnel as deemed necessary to discuss performance evaluation. The COR 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:

A. Monthly performance assessment data and trend analysis B. Issues and concerns of both parties C. Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis D. Recommendations for improved efficiency and/or effectiveness The COR and GTM will coordinate and communicate with the Contractor to resolve issues and concerns regarding marginal or unacceptable performance.

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.

PERFORMANCE STANDARDS

As required for corrective actions.

100% compliance with the Contractor plan.

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