QASP 832469724 MECH Shredding.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Task Order Title: On-Site Paper Shredding and Receptacles.

2. Purpose:

· This QASP provides a systematic method to evaluate performance for the stated contract. Listed below are the tasks required of the vendor.

· Task 1 - Provide and Distribute Receptacles.

Vendor will provide 23 lockable (secure) receptacles, each being visually acceptable for office/administrative settings with a capacity to hold 75 – 100 lbs of paper.

Vendor will position/place these receptacles per customer’s direction (diagrams will be provided) in Appendix A-E.

Receptacles must be furnished with locks to secure paper contained.

Customer must be furnished with keys to receptacles for emergency purposes.

· Task 2 – Shredding.

Vendor will empty the receptacles every two weeks.

Materials will be taken directly from the receptacles to the shredding vehicle and shred on-site.

Vendor will provide TPOC and COR with a copy of certificate of destruction within 10 days of destruction.

· Task 3 - Access Badge.

On shredding/pick-up days, vendor will be required to proceed to the Visitor Control Center to receive an access badge for access to the associated facilities/areas.

Vendor must meet/supply information required to be processed as a base and organization Visitor per visit authorization procedures (see Section 11).

Scope of Performance:

The organization requires 23-individual lockable (secure) receptacles to be dispersed throughout its facilities (currently 4) for employees to dispose of FOUO/Unclassified documents for shredding/recycling.

Receptacles must be visually appropriate for permanent placement in office/administrative areas where guests/visitors frequently travel. Receptacles must be emptied every two weeks, taken directly to the shredding device and all materials must be shred on-site by the vendor. Following shredding, materials must be disposed of through recycling means.

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-

Primary TPOC.

Department of Defense Activity Address Code (DODAAC):

5450 Carlisle Pike, Bldg 308 Mechanicsburg PA, 17050 DISA DECC Mechanicsburg, CDB32SEL4B2 5450 Carlisle Pike, Bldg 308 Mechanicsburg PA, 17050

Alternate TPOC.

Name:

Organization:

DODAAC

Address:

Phone Number:

Fax Number:

E-Mail Address:

4. Primary Method of Surveillance:

There will be 100% inspection for Items 1and 3.

Random sampling is scheduled for Item 2.

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:

· 23 Lockable (secure) receptacles provided and distributed as per diagrams in Appendix A-E must be at a 100% quality level.

· Receptacles emptied on a every two weeks basis at a 90% quality level.

· Materials taken directly from receptacles to shredding vehicle and shred on-site with a 100% quality level.

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 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 ACL for this project is 90-100% due to the sensitive nature of materials requiring shredding.

9. Evaluation Method:

Task Monitor (TM)/Technical Point of Contact (TPOC) shall observe the shredding has been completed.

TM/TPOC shall ensure through observation that the 25 receptacles are placed as desired throughout the buildings as specified in the diagrams provided.

For purposes of evaluations and inspections by the TM/TPOC, the contractor shall annotate a check sheet located at each receptacle to include their initials, and date and time when the receptacle is checked/emptied on a weekly basis. The TM/TPOC will review the check sheets periodically to validate work is being performed.

Random inspections will be performed to validate material is taken directly from receptacles and shredded on-site.

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

Information Technology (IT) Service Integration and Delivery Performance Management

High level of (xyz) satisfaction with Contractor delivery management of IT Services (includes the Service Desk services and the SITEC).

Target Criteria:

90% of all survey respondents are Satisfied, More Than Satisfied, or very Satisfied

Minimum Acceptable:

> 85% of all survey respondents are Satisfied, More Than Satisfied, or Very Satisfied with Contractor delivery management of all SITEC IT Services Calculation:

The number of users who were Satisfied, More Than Satisfied, or Very Satisfied divided by the total number of completed surveys returned.

At least XX(insert number) Government personnel must complete and return surveys for the results to have at least a 90% confidence factor with a 5% error rate.

Measurement Interval – The Measurement Interval is three (3) months for the first year and then every six (6) months thereafter.

Measurement Period – The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00on the last day of the month.

Source of Measurement Data – Data will be collected from management surveys containing satisfaction criteria specified by (xyz) that are either developed internally by (xyz) personnel or by a (xyz) selected impartial 3rd party.

Method of Surveillance – Customer feedback. The Government will issue customer satisfaction surveys to designated Government SITEC management representatives from (xyz) (Contractors cannot participate), , and survey responses will be tabulated to determine overall satisfaction with Contractor delivery management of IT Services using a five (5) category scale. The scale is: Dissatisfied, Less than Satisfied, Satisfied, More than Satisfied, Very Satisfied.

Timing of Measurement – Measurements are taken within five (5) days of the end of the Measurement Period.

Reporting Frequency: - Reporting to commence upon Contract Award and continue throughout the Period of Performance.

Monthly reporting of Service Level Agreement (SLA) and / or QASP attainment to periods survey. Quarterly survey reporting from (xyz) during the first year, semi-annual thereafter.

(Exceptional Very Good Satisfactory Marginal Unsatisfactory)

(A rollup of assessment of the Surveillance Inspection Results to develop an overall rating for this objective)

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

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

Appendix 4 – 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. 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

11. COR DETERMINATION

|_| ACCEPTED |_| REJECTED

12. CLOSE DATE

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

Encl 4, QASP 23Jun2017/v3