18_RFP_Attachment_1_QASP.doc

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Contract or Task Order Title (Contract number added at award): Pacific Air Force (PACAF) Enhanced Cyber Resiliency Experienced Workforce (CREW)

2. Purpose:

This QASP provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

· What will be monitored?

· How monitoring will take place.

· Who will conduct the monitoring?

· How monitoring efforts and results will be documented.

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. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

3. Roles and Responsibilities:

The following personnel shall oversee and coordinate surveillance activities.

Program/Project Manager (PM) – The PM provides program oversight and supports the COR’s performance assessment activities.

Contracting Officer (KO) – The KO 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 KO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine the final assessment of the contractor’s performance.

Contracting Officer’s Representative (COR) – The COR is responsible for providing continuous technical oversight of the contractor’s performance. The COR uses the QASP to conduct the oversight/surveillance process. The COR shall keep a Quality Assurance file that accurately documents the contractor’s actual performance. The purpose is to ensure that the contractor meets the performance standards contained in the contract. The COR is responsible for reporting early identification of performance problems to the KO. The COR is required to provide an annual performance assessment to the KO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government’s behalf.

Other Key Government Personnel- This may include performance monitors, inspectors, technical experts, workforce service division and center directorate level security personnel, requirements office, or others (i.e. users) who provide information that helps the COR monitor contractor performance.

4. Primary Method of Surveillance:

Periodic Inspection is scheduled for Items 6.1- 6.10.

Periodic Inspection: These services are monitored weekly, monthly, quarterly, semiannually, annually, etc. Periodic types of activities are perfect for periodic inspection because not only are they infrequent, but there is normally a predetermined, specified time frame within which the tasks must be accomplished. Therefore, you know exactly when to conduct the evaluations. Periodic inspections automatically become 100 percent evaluations or "100 percent checks." Inspections should be divided and scheduled by frequency: annual, semiannual, quarterly, monthly, weekly and as required. Sometimes services are required for which the time or frequency cannot be predicted, such as accident investigations, one-time special tasking by higher headquarters, etc. These would be labeled "as required inspections." Others are known and predictable such as the quarterly status report or the monthly travel report currently included in some DISA service contracts.

Surveillance Matrix

The Surveillance Matrix (Appendix 1) is the list of performance objectives and standards that must be performed by the contractor. This matrix details the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR file.

Performance objectives define the desired outcomes. Performance Standards define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance. The Government performance surveillance, using this QASP, to determine the quality of the contractor’s performance as it relates to the performance element standards. The AQL performance Standard Table should be used to form the foundation of the COR’s inspection checklist.

5. Performance Standards:

Minimum Acceptable: Tasks shall be 90% accurate

Deliverable shall meet the target criteria of 100% within one instance of rework.

Deliverable shall meet the target criteria of 100% within one instance of rework.

Deliverable shall meet the target criteria of 100% within one instance of rework.

Deliverable shall meet the target criteria of 100% within one instance of rework.

Deliverable shall meet the target criteria of 100% within one instance of rework.

Deliverable shall meet the target criteria of 100% within one instance of rework.

Deliverable shall meet the target criteria of 100% within one instance of rework.

Deliverable shall meet the target criteria of 100% within one instance of rework.

Deliverable shall meet the target criteria of 100% within one instance of rework.

Deliverable shall meet the target criteria of 100% within one instance of rework.

6. Documenting Performance:

Acceptable Performance.

The Government shall document positive performance. A Performance Assessment Report (PAR) template is attached (Appendix 2). Any report may become part of the supporting documentation for fixed price payments, award/incentive fee payments, Contractor Performance Assessment Reporting System (CPARS) entries, or other actions. Government acceptance of services permits the contractor to invoice for the service fee.

Unacceptable performance.

Unacceptable contractor performance can be identified by customer complaints (Appendix 3) or upon schedule surveillance evaluations. When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. The COR shall document the discussion and place it in the COR file and provide a copy to the KO.

When the COR determines formal written communication is required, the COR shall prepare a Corrective Action Report (CAR). The CAR is forwarded to the KO for dissemination to the contractor. A CAR template is attached to this QASP (Appendix 4).

The contractor shall acknowledge receipt of the CAR in writing. The CAR 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 CAR will also state how long after receipt the contractor has to present this corrective action plan to the KO and COR. The Government may withhold payment for services until corrective action is taken. The Government shall review the contractor's corrective action plan to determine acceptability. Upon Government acceptance of the corrected services the contractor will be permitted to invoice for the service fee.

Any CAR may become a part of the supporting documentation for contract payment deductions, fixed fee deductions, award fee nonpayment, CPARS or other actions deemed necessary by the KO.

7. Mandatory or regulatory compliance items:

The COR will monitor and the contractor will adhere to statutory and/or regulatory compliance items that are part of the contract such as combating trafficking in persons, EEO, wage determinations, intellectual property, subcontracting plan compliance. The COR must notify the Contracting Officer if there are any potential or actual noncompliance issues with federal statues, laws, or regulations, since the KO is the only person that can resolve these noncompliance issues related to law or regulations. The COR will utilize the Combating Trafficking in Persons Checklist, (see the DISA COR handbook) throughout the period of performance of this task order.

Contractor employees will be required to comply with all Government security regulations and requirements. Initial and periodic safety and security training and briefings will be provided by Government security personnel. Failure to comply with Government security regulations and requirements will require the company to provide the Government with a remediation/corrective action plan; furthermore, failure to comply with such requirements can be cause for removal and the contractor will not be able to provide service on this contract.

The Contractor shall not divulge any information about DoD files, data processing activities or functions, user identifications, passwords, or any other knowledge that may be gained, to anyone who is not authorized to have access to such information. The Contractor shall observe and comply with the security provisions in effect at the DoD facility. Identification shall be worn and displayed as required.

DISA retains the right to request removal of contractor personnel regardless of prior clearance or adjudication status, whose actions, while assigned to this contract, clearly conflict with the interest of the Government.

Contractor personnel will generate or handle documents that contain FOUO information at Government facilities. Contractor shall have access to, generate, and handle classified material only at Government facilities. All contractor deliverables shall be marked at a minimum FOUO, unless otherwise directed by the Government. The contractor shall comply with the provisions of the DOD Industrial Security Manual for handling classified material and producing deliverables. The contractor shall comply with DISA Instruction 630-230-19.

The contractor will provide initial proof of compliance with regulatory and compliance items contained in the contract. The Contracting Officer's Representative (COR) and the Contracting Officer (KO) will evaluate the initial submission and will conduct ad hoc reviews of the contractor's compliance throughout the remainder of the contract. The contractor will monitor compliance as required by FAR 52.222-50, Combating Trafficking in Persons, and report any issues to the KO.

8. Acceptable Quality Level (AQL):

The AQL for this project is 90% due to the demanding nature of the tasks and industry standards.

9. Evaluation Method:

The COR will document the time of verbal notification to the contractor for all tasks outline in section 6 of the Performance Work Statement (PWS). The COR will document the official time and date of notification of all deliverables and the contractor will provide those deliverables using the methods and instructions in the PWS sections 6 and 7. The COR will confirm the date and time of successful tasks and provide the information to the contractor as requested.

10. Performance Rating In evaluating the quality of contractor’s performance, the following performance ratings may be used (same as CPAR ratings).

Performance

Rating Criteria

Appendix 1 - Surveillance Matrix

Performance

Standards Acceptable Quality

Levels Methods of

Calculation

Tasks are 100% accurate Minimum Acceptable:

Tasks shall be 90% accurate

Calculation:

Deliverable shall meet the target criteria of 100% within one instance of rework.

Measurement Interval – The Measurement Interval is upon receipt of deliverables.

Measurement Period – The Measurement Period is throughout the period of performance.

Source of Measurement Data – Data will be collected through analysis of contract deliverables Method of Surveillance –

Periodic Timing of Measurement – Measurements are taken within five (5) days of the submission of contract deliverables.

Reporting Frequency: - As specified in deliverables table.

PERFORMANCE ASSESSMENT REPORT (PAR)

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

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE CONCUR NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR NON-CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

6. CONTRACTOR REPRESENTATIVE REMARKS

Appendix 2 – Performance Assessment Report Appendix 3 – Customer Complaint Record

FORMTEXT

SOURCE OF COMPLAINT

ORGANIZATION

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BUILDING NUMBER

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INDIVIDUAL

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PHONE NUMBER

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NATURE OF COMPLAINT

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CONTRACT REFERENCE

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VALIDATION

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DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

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ACTION TAKEN BY CONTRACTOR

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RECEIVED/VALIDATED BY

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Appendix 4 – Corrective Action Report

CORRECTIVE ACTION REPORT (CAR)

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

1. CONTRACTOR

FORMTEXT

2. CONTRACT NUMBER

FORMTEXT

3. TYPE OF SERVICES

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4. FUNCTIONAL AREA

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5. SUSPENSE DATE

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6. CONTROL NUMBER

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7. DEFICIENCY MAJOR MINOR

FINDING: FORMTEXT

FINDING IMPACT: FORMTEXT

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. QUALITY ASSURANCE PERSONNEL (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

FORMTEXT

11. COR DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

Enclosure 6, Page 1 of 9 Pages 17Jul2013/Version 2

PAGE

Encl 4, QASP

23Jun2017/v3