Attch_2_-_QASP.doc

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Attachment 2

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Commander, Navy Installations Command

Fleet and Family Support Programs

Global Staffing and Webinar Services Requirement

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

CNIC FFSP Global Staffing Services

1. INTRODUCTION

The purpose of this contract is to (1) provide for contract personnel to augment existing Fleet and Family Support Programs (FFSP) and personnel; and (2) to provide FFSP with webinar hosting, production and facilitation services through a learning management system. This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the performance work statement (PWS) of this contract. This plan sets forth the procedures and guidelines Commander, Navy Installation Command, Fleet and Family Support Programs (CNIC FFSP) will use in ensuring the required performance standards or services levels are achieved by the contractor.

2. PURPOSE

2.1 The purpose of the QASP is to describe the 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 PWS and the contractor’s quality control plan (QCP), and to ensure that the NAFI pays only for the level of services received.

2.2 This QASP defines the roles and responsibilities of the members of the NAFI’s team, identifies performance objectives and performance standards, describes the methods used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

3. ROLES AND RESPONSIBILITIES

3.1 Contracting Officer

The contracting officer (KO) 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), FFSP Technical Assistants (TA) and the contractor. The KO will designate one full-time COR as the government authority for performance management. The number of additional representatives serving as technical assistants depends on the number of FFSP service sites involved.

3.2 Contracting Officer’s Representative (COR)

The contracting officer’s representative (COR) is designated in writing by the KO to act as his or her authorized representative to assist in administering the contract. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures proper 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 government’s behalf. Any changes that the contractor deems may affect contract price, terms, or conditions shall be referred to the KO for action. The COR or TA will have the responsibility for completing any QA monitoring forms used to document the inspection and evaluation of the contractor’s work performance. The NAFI’s surveillance may occur under the inspection of services clause for any service relating to the contract.

3.3 The Technical Assistant (TA)

The Technical Assistant (TA) is an individual designated in writing to monitor and review contractor compliance with contract. The Technical Assistant’s limitations of authority are contained in a written letter of designation.

4. REQUIRED PERFORMANCE OBJECTIVES AND STANDARDS

The required performance objectives and performance standards are included in the PWS and in Attachment A to this QASP, “Performance Requirements Summary.” Performance standards are assessed using the performance monitoring techniques expressed in the PWS and shown in Attachment 1.

5. METHODS TO MONITOR PERFORMANCE

5.1 Surveillance Techniques

In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the NAFI to evaluate contractor performance when appropriate. Government representatives will monitor performance to determine how the contractor is performing against communicated performance objectives. The government will notify the contractor of any decisions based on performance measurement metric data and the contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

5.2 Customer Feedback

The contractor is expected to establish and maintain professional communication between its employees and customers (CNIC HQ, Regional Program Managers, FFSP Site Directors/Technical Assistants, etc.). The primary objective of this communication is customer satisfaction. Customer satisfaction is a significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints (see Attachment 7 to the requirement, Customer Complaint Form).

The contractor is expected to be customer focused, initially and internally addressing customer complaints and investigating issues and/or problems; however, the customer always has the option to communicate complaints to the COR, as opposed to the contractor.

Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COR. The COR will accept those customer complaints and investigate.

Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

6. QUALITY ASSURANCE DOCUMENTATION

The COR will retain a copy of all completed QA surveillance forms. The COR will maintain a complete

QA file, containing all reports, evaluations, recommendations, and any actions related to the government’s performance of the quality assurance function. All such records shall be maintained for the life of the contract. The COR shall forward these records to the KO at termination or completion of the contract.

7. ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

7.1 Determining Performance

Government shall use the monitoring methods cited to determine whether the performance standards have been met. If the contractor has not met the minimum requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to meet the minimum requirements.

7.2 Reporting

At the end of each quarter (three month period), the COR will prepare a written report summarizing the overall results of the quality assurance surveillance of the contractor’s performance. This written report, which will include the contractor’s submitted quarterly status reports, will become part of the QA documentation. It will enable the government to demonstrate whether the contractor is meeting the stated objectives and/or performance standards.

7.3 Reviews and Resolution

The COR may require the contractor’s project manager, or a designated alternate, to meet with the TA and other government personnel as deemed necessary to discuss performance evaluation. The COR may conduct in-depth reviews with the contractor, including appropriate self-assessments by the contractor. The contractor will meet with the COR as often as required or per the contractor’s request. The agenda of the reviews may include:

· Performance assessment data

· Issues and concerns of both parties

· Projected outlook for upcoming months and progress report, including a corrective action plan analysis

· Recommendations for improved efficiency and/or effectiveness

7.3.1 The COR will coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

7.3.2 The COR, TA, and contractor should jointly formulate tactical and long-term courses of action. Decisions regarding changes to performance standards shall be clearly documented and will be incorporated as a contract modification at the convenience of the KO.

8.

Key Personnel for the NAFI:

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (KO):

Assigned KO: Sarah Parker Organization or Agency: CNIC N944B Telephone: 901-874-6900 Email: Sarah.K.Parker1@navy.mil

b. Contracting Officer’s Representative (COR):

Assigned COR: Joe Miller Telephone: 901-874-4362 Email: Joe.W.Miller@navy.mil

c. Other Key NAFI Personnel

Assigned ACOR: Jimmie Goss

Title: Alternate Contracting Officer Representative Telephone: 901-874-4327 Email: Jimmie.Goss@navy.mil 9.

CONTRACTOR’S REPRESENTATIVES:

The following employees of the contractor serve as the contractor’s representatives for this contract.

a. Program Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

b. Alternate Program/Contract Manager - <upon award, enter name>

Telephone: <enter number>

Email: <enter address>

c. Other Contractor Personnel - <upon award, enter name or delete these lines if not applicable> Title: <enter title> Telephone: <enter number> Email: <enter address>

Contracting Officer Representative

Contractor’s Representative Approval/Disapproval

Procuring Contracting Officer

Enclosures:

Performance Requirement Summary

ATTACHMENT A: PERFORMANCE REQUIREMENTS SUMMARY

Performance Requirements Summary

METHOD

Bi-annual review of FFSMIS service delivery output data

Bi-annual Review of FFSMIS service delivery output data

Bi-annual review of FFSMIS service delivery output data

Annual review of NFAAS case management data

Random sampling

Customer feedback

Customer feedback

Bi-annual review of FFSMIS Ombudsmen service delivery output data

Customer feedback

Annual review of DMDC TACL data

Family Employment Readiness Compliance

Bi-annual review of FFSMIS personal financial management service delivery output

Bi-annual review of FFSMIS personal financial management service delivery output

Annual review of NFAAS case management data

Quarterly QA review of relevant databases

Quarterly QA review of region’s EFMP non-medical case management actions

SERVICE

PWS PARAGRAPH NUMBER

STANDARD

ACCEPTABLE QUALITY LEVEL

SURVEILLANCE

METHOD

Counseling and Advocacy Services Outreach and Liaison

Bi-annual review of FFSMIS service delivery output data

Quarterly review of facility file

Quarterly review of FFSMIS records

Quarterly review of facility file

Quarterly review of FFSMIS records

Quarterly review of facility file

Quarterly review of FFSMIS records

Quarterly review of facility file

Quarterly review of FFSMIS records

SERVICE

PWS PARAGRAPH NUMBER

STANDARD

ACCEPTABLE QUALITY LEVEL

SURVEILLANCE

METHOD

Bi-annual review of FFSMIS service delivery output data

Customer Feedback

personnel

Quarterly COR review of Customer survey forms Review/compare delivery dates against CNIC-approved POA&M

Applicable certification standards, instructions and regulations

Project completed within agreed upon timeline

Provide IAW Regional, Navy, and DOD instructions and regulations with <1% grammatical errors

Quarterly COR review of Customer survey forms

Review/compare delivery dates against CNIC-approved POA&M

Error/Problem and Resolution Tracking Log

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