Attach._4_-_QASP.pdf

FOR INFORMATIONAL PURPOSES ONLY

ATTACHMENT 4

QUALITY ASSURANCE SURVEILLANCE PLAN

DoDEA-AMERICAS SOUTHEAST DISTRICT

SCHOOL TRANSPORTATION SERVICES

LAUREL BAY, SOUTH CAROLINA

1. INTRODUCTION. To fulfill its mission, the Department of Defense Education Activity (DODEA) must provide safe, timely and efficient transportation support for students traveling to and from curricular and co-curricular activities, after-school activities and clubs, sports practices and events, and other special school events in support of the education of dependents of DoD personnel, other children eligible to attend DoD-operated schools, and dependents of DoD personnel residing within Laurel Bay Marine Corps

Air Station (MCAS) Housing Area, Beaufort, South Carolina; Naval Hospital Beaufort, Beaufort, South

Carolina; and Marine Corps Recruit Depot (MCRD) Parris Island, Parris Island, South Carolina. This service is required in accordance with Department of Defense Regulation 4500.36-R.

2. VISION. The contractor shall provide to the school district the number of school buses required to accommodate all students identified as eligible for transportation, to include all personnel (drivers and safety attendants), supervision, services, supplies and equipment (not otherwise provided by the

Government) necessary to perform school transportation services to DoDEA schools located on Laurel

Bay MCAS for the approximately 450 eligible dependents residing on Naval Hospital and MCRD Parris

Island. Each school day the contractor shall provide one round-trip to and from school to authorize dependent students enrolled in DODEA schools who reside outside of the walking area and within the designated commuting area. Curb-to-curb transportation shall be provided for certain students with disabilities as determined in the student’s individual education plan (IEP). This service may require specialized equipment including, but not limited to, special or adapted buses, lifts and ramps to provide transportation for a student with a disability. Contracted services must be in compliance with South

Carolina Department of Education requirements for pupil transportation.

3. PURPOSE. This Quality Assurance Surveillance Plan (QASP) is a government-developed document used to determine if the contractor's performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/inspection process will be conducted.

It provides the detailed process for a continuous oversight process:

What will be monitored

How monitoring will take place

Who will be conduct the monitoring

How monitoring efforts and results will be documented

The contractor is responsible for implementing and delivering performance that meets contract standards using its Quality Control Plan. The QASP provides the structure for the government's surveillance of the contractor's performance to assure that it meets contract standards. It is the government's responsibility to be objective, fair and consistent in evaluating contractor performance.

The QASP is not part of the contract nor is it intended to duplicate the contractor's quality control plan.

This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on contractor performance.

The government may provide a copy of the QASP to the contractor to facilitate open communication. In addition, the QASP should recognize that unforeseen or uncontrollable circumstances might occur that are outside the control of the contractor.

Bottom line, the QASP should ensure early identification and resolution of performance issues to minimize impact on mission performance.

4. AUTHORITY. Authority for issuance of this QASP is provided under Part 46 of the Federal

Acquisition Regulation, an Inspection of Services clause, which provides for inspection, acceptance and documentation of the service called for in the contract or order. This acceptance is to be executed by the contracting officer or a duly authorized representative.

5. ROLES AND RESPONSIBILITIES. The following personnel shall oversee and coordinate surveillance activities.

5.1. Contracting Officer (CO). The CO 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 CO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine and document the final assessment of the contractor's performance in the governments past performance tracking system.

Assigned CO: Noah Mitchell, Ph.D.

DODEA, Chief of Procurement, Transportation Branch

Telephone: (571) 372-1341

E-mail: noah.mitchell@hq.dodea.edu

5.2. Contract Specialist. The contract specialist provides primary program oversight, nominates the

COR, ensures the COR is trained before performing any COR duties and supports the COR's performance assessment activities. While the PM may serve as a direct conduit to provide

Government guidance and feedback to the Contractor on technical matters, they are not empowered to make any contractual commitments or any contract changes on the government's behalf.

Assigned Contract Specialist: Ms. Mileska Rodriguez

DODEA, Procurement, Transportation Branch

Telephone: (571) 372-1472

E-mail: Mileska.Rodriguez@hq.dodea.edu

5.3. 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 CO. The COR is required to provide an annual performance assessment to the CO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance. The COR is not empowered to many any contractual commitments or to authorize any contractual change on the Government's behalf.

Assigned Contracting Officer Representative (COR): TBD

DoDEA, Americas, Southeast District

Telephone:

E-mail:

mailto:noah.mitchell@hq.dodea.edu mailto:Mileska.Rodriguez@hq.dodea.edu

5.4. Quality Assurance Evaluator (QAE) for Laurel Bay MCAS School Community. This person will monitor, inspect, act as technical expert, and provide information that will assist the COR monitor contractor performance.

Assigned Quality Assurance Evaluator (QAE):

Laurel Bay MCAS Schools

5.5. Contractor Representatives. The following employees of the contractor serve as the contractor's

Program Manager and Task Manager for this contract. (Complete this section after the contract award)

Program Manager:

E-mail:

Task Manager:

Telephone:

E-mail:

Other Key Contract Personnel:

Title:

6. PERFORMANCE REQUIREMENTS AND METHOD OF SURVEILLANCE. This section describes the special requirements for this effort. The following sub-sections provide details of various considerations on this effort.

6.1. Quality Control.

6.1.1. Quality Control Program. The contractor, not the government, is responsible for management and quality control actions to meet the terms of the contract.

6.1.1.1. The quality control program is the driver for quality. The contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a self-correcting contract is to ensure that the quality control program, approved at the beginning of the contract, provides the measures needed to lead the contractor to success.

6.1.1.2. Once the quality control program is accepted, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

6.2. Contract Surveillance. The goal of the QASP is to ensure that contractor performance is effectively monitored and documented. The COR's contribution is their professional, non-adversarial relationships with the CO, PM and the contractor, which enables positive, open and timely communications. The foundation of this relationship is built upon objective, fair, and consistent COR evaluations of contractor performance against contract requirements. The COR uses the methods contained in this QASP to ensure the contractor is in compliance with contract requirements. The

COR function is responsible for a wide range of surveillance requirements that effectively measure and evaluate the contractor's performance. Additionally, this QASP is based on the premise that the contractor, not the government, is responsible for management and QC/QA actions to successfully meet the terms of the contract.

6.2.1. Meetings. The contractor, the Contracting Officer and the COR shall meet as often as necessary to exchange quality control information or to discuss problems. Meetings shall include but are not limited to a post-award conference and any necessary transitional meetings.

6.2.2.. Inspections/Surveillance. The Government reserves the right to perform inspections and surveillance to evaluate the contractor’s compliance to the contract terms and performance of the requirements in the SOW. The Government will make every effort to conduct the surveillance methods described below in an objective, fair, and consistent manner.

6.2.3. Surveillance Methods. This QASP will incorporate100 Percent Inspections, Periodic/Planned

Inspections, Incidental Observation and Customer Complaints as the approach to ensure the contractor complies with the SOW requirements. Re-performance at no cost to the Government is the preferred method of correcting any unacceptable performance.

6.2.3.1. 100 Percent Inspection. The government uses 100-percent inspection for stringent performance requirements concerning health and safety. This form of inspection will also be utilized when we experience repeated major/critical nonconforming services.

6.2.3.2. Periodic Inspection or Planned Sampling. The performance objective of using this form of inspection is to check the contractor’s quality control system to ensure that it is capable of meeting the government’s quality requirements.

6.2.3.3. Incidental Observation. This action occurs when the COR or other Government official observes a deficiency. Examples include evidence from accidents, incidents, or delays. Regardless of where in the line-of-duty the COR observes contractual procedures not being followed, he/she has an obligation to document and report the deficiency to the Contracting Officer.

6.2.3.4. Customer Complaint. This action is instituted when the COR receives a complaint from a stakeholder (which includes parents, school staff, passengers or other concerned community members) regarding the bus service. The COR will obtain the complaint in writing and then conduct an investigation to determine its validity. If the complaint is deemed valid, the COR will immediately notify the Contracting Officer for action. The COR will notify both the Contract Manager and the complainant of the Government’s response to their complaint.

6.2.4. Unsatisfactory or incomplete services. If the COR has identified a deficiency or received a complaint with the contractor’s performed services as outlined in the SOW, the COR will investigate the possible cause of this unacceptable performance and determine its validity. All validated complaints/deficiencies shall be counted against the contractor. If the contractor performance is judged unsatisfactory for any requirement as determined by the COR, the COR will inform the contractor on-site representative.

6.2.5. Quality Assurance Inspection Schedule. The Government reserves the right to visit and observe the School Transportation Contractor on both announced and unannounced basis, to ensure requirements of SOW are being met.

Table 1- QA Inspection Schedule

Who Inspects When How What

COR or QAE Semi-Annually Documentation Review Contractor Monthly Safety

Meetings.

COR or QAE Monthly Documentation Review School Bus Safety Inspection

Logs and Forms.

COR or QAE

Upon initial contract award and Semi-Annually thereafter.

Documentation Review Contractors required training records.

COR or QAE Prior to commencement of work each School Year (SY).

Documentation Review

Contractors Quality Control

Plan.

COR or QAE Upon receipt of formal complaints.

Documentation Review and/or on-site investigations to determine validity.

As appropriate to complaint.

COR or QAE Upon initial contract award and random thereafter.

Documentation Review

Required reports: Drivers

License, First Aid/CPR, Criminal History Background, Transportation Personnel List and Certification, Student

Ridership Count, Commercial

Vehicle Liability Insurance.

COR or QAE As required.

On site visual observation.

Contractor not following contractual procedures.

6.3. Government Remedies.

6.3.1. Emergency Substitution. In the event the contractor is unable to furnish transportation as scheduled, the Government reserves the right to hire emergency substitute bus services for such time as deemed necessary. The Government shall deduct from the contractor’s invoices, or at its discretion, may bill the contractor for any differences in costs for the emergency service, including any cost incurred in obtaining said services, and any other damages incurred by the Government as a result of the contractor’s failure to provide services.

6.3.2. Record of Customer Complaint - At any time during the life of the contract, the COR may receive customer complaints about the quality of services. The complainant or COR should properly record all complaints. The COR shall:

Investigate complaints as they are received to ensure they are valid and document the complaint on the form provided at Attachment 1; Record of Customer Complaint. Notify the contractor manager of any validated complaint and annotate the complaint form with the means, date, and time the contractor was notified. Retain validated complaint forms in the COR file.

Customer complaints are seldom used to reject a service or deduct money from contractor payments.

However, validated customer complaints can reinforce the accuracy of sample results. At the end of each month, count all validated complaints to determine if overall performance is acceptable or unacceptable. Forward a copy of each form to the CO’s with the COR’s recommendation for further action, when necessary. When scheduled inspections also indicate unsatisfactory service, validated complaints may support seeking remedies other than or in addition to monetary deductions.

Customer complaints, like incidental COR observations, may be the bases for scheduling follow-up observations under scheduled inspections, focusing attention on known or suspected problem areas.

Revise or initiate scheduled inspection schedules as needed for emphasis on unsatisfactory areas of performance.

6.3.3 Contractor Discrepancy Report: A Contractor Discrepancy Report (CDR) is generally prepared by a COR to notify the contractor of a pending discrepancy. The purpose of a CDR is to allow the contractor to correct their discrepancy without interference from the Government. If the contractor fails to correct the discrepancy within the time given in the CDR, the CO has the option of elevating the issue. The COR will generate the CDR and forward directly to the assigned Contract Specialist

(CS)/Contracting Officer (CO) within the DoDEA-E Procurement Division not later than the following business day. Upon receipt, the CS/CO will work jointly with the COR to ensure all information contained in the CDR is accurate, sufficient and credible. Once determined valid, sufficient and supportable the CS/CO will issue the CDR to the contractor the following business day.

The Contractor will provide a written position in response to the CDR and return the document to the

CS/CO within two (2) business days after receipt. The CO will render a final position of the CDR from the Contractor and issue the completed CDR to the Contractor. A copy will be provided to the

COR with the original document being retained in the official contract file. The Contracting Officer may take other actions as deemed appropriate. CDR procedures may change as directed by the

Contracting Officer.

For every observed infraction and validated customer complaint, the COR will initiate a CDR to document defects and track the steps taken to finalize the action. Fill in blocks 1-7 of the CDR as follows:

(1) Block 1: Enter the contract and current task order numbers.

(2) Block 2: Enter a CDR report number. Number CDR’s in sequence for each contract as defects occur. Maintain a log of CDR’s in report number sequence on a locally developed log which includes, as a minimum, the contract and task order numbers, the CDR report number, the date of defect, the dates sent to and received back from contractor, the date sent to DEPO, and the close-out date.

(3) Block 3: Enter the names of the contractor and contract manager.

(4) Block 4: Enter the COR’s name, title, and field office.

(5) Block 5: Enter Dates, prepared, and returned by contractor, action complete.

(6) Block 6: Describe the deficiency in detail; at a minimum, enter the date, time, bus route and run, CLIN, deficiency, and references in the contract specification.

(7) Block 7: The COR identified in Block 4 will sign representing the CO.

For unsatisfactory or incomplete services, a CDR will be issued. Deductions will only be taken for services not performed (e.g., failure to complete a run). The CDR will explain the circumstances and findings concerning the incomplete or unsatisfactory service. The CDR will cite each discrepancy by

SOW requirement as listed in the Performance Requirements Summary. The CO may take other actions as deemed appropriate. CDR procedures may change as directed by the CO.

Inspection of services will be conducted by the COR primarily on a planned sampling and customer complaint basis. For planned sampling, the sample selected for surveillance may be randomly selected or may focus on service areas perceived as critical to the U.S. Government. In a few cases, 100 percent inspection is appropriate for specific one-time events. Incidental surveillance may be conducted while the Contractor is performing services under the contract. The COR will verify customer complaints before recording defects in Contractor performance; this compliments the planned sampling surveillance method.

The Performance Requirement Summary (PRS) Chart below provides a list of select requirements within the SOW that represent areas of potential inspection in the Government’s surveillance of contractor performance. Note that the Government reserves the right to inspect any SOW requirement it deems necessary to ensure adequate and comprehensive surveillance of contractor performance.

Performance Requirement Summary (PRS) Chart

SOW

Reference Standards

Quality

Level

Surveillance

Method Remedy

SOW

Paragraph

3.2. &

Addendum

B

Compliance with

Contractor Personnel

Standards/Requirements

100%

Compliance

Planned

Sampling/

Customer

Complaint

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance

Assessment Report.

SOW

Paragraph

4.1. &

Addenda B, C, and D

Compliance with

Security Standards/

Requirements

100%

Compliance

Planned

Sampling/

Customer

Complaint

Review attendance records.

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance

Assessment Report.

SOW

Paragraph

4.1

Addendum

D

Compliance with

Safety

Procedures/Standards

100%

Compliance

Planned

Sampling/

Customer

Complaint

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance

Assessment Report.

SOW

Paragraphs

4.1 and 4.2.

Addenda

D.6 and

E.1.2.

Compliance with seat belt or child safety restraint system standards

100%

Compliance

Planned

Sampling/

Customer

Complaint

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance Assessment Report.

SOW

Paragraph

4.3.

Addendum

F.15.

Provide Student

Ridership Count Reports upon request

100%

Compliance

100 Percent Inspection

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance

Assessment Report.

SOW

Paragraph

4.3

Addendum

G.4.1

Notify the COR verbally of accidents/incidents

100%

Complianc e

100 Percent

Inspection

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance

Assessment Report.

SOW

Paragraph

4.4

Addendum

G.4.1

Submit written accident report or incident report to the COR by close of business next day

No more than 1 occurre nce per month

100 Percent

Inspection

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance

Assessment Report.

Addendum

C.3.

Completed Daily Vehicle

Safety/ Security Inspection Checklist (and completed the expanded School Transportation

Security Inspection Checklist when ordered)

100%

Compliance

Planned

Sampling/ Customer

Complaint

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance Assessment Report.

SOW

Paragraph

4.2

Addendum

E.1.

Federal and SOW Vehicle Standards/

Requirements

100%

Compliance

Planned

Sampling

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance Assessment Report.

Addendum

E.1.3.2.

Vehicle is clean and provides a smoke-free environment

100%

Compliance

Planned

Sampling/

Customer

Complaint

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance Assessment Report.

Addendum

E.1.3.6.

Maintain 18-30 degree

Celsius passenger compartment temperature

No more than 1 occurrence per month

Planned

Sampling/

Customer

Complaint

If contractor performance does not meet the acceptable quality level, the government will document

Paragraph

4.3

Addendum

F.1.

Compliance with Transportation Standards and Procedures

100%

Compliance

Planned

Sampling/

Customer

Complaint

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance Assessment Report.

SOW

Paragraph

4.3

Addendum

F.5.

Perform all scheduled runs and service all stops

100%

Compliance

Planned

Sampling/

Customer Complaint

Payment will not be made for services not performed.

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance Assessment Report.

SOW

Paragraph

4.3

Addendum

F.14.1.

Notification to the COR of a time delay of 10 minutes or longer in completing a run

100%

Compliance

Planned

Sampling/

Customer

Complaint

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance

Assessment Report.

SOW

Paragraph

4.3

Addendum

F.14.2.

Delay not corrected within 60 minutes of contractor notification to the COR

100%

Compliance

100 Percent

Inspection

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance Assessment Report.

SOW

Paragraph

4.3

Addendum

F.1 and F.16

Report student misbehavior in writing by the end of the day if incident occurred on a morning run, and by 10:00 AM the next school day for a midday or afternoon run

No more than 1 occurrence per month

Planned

Sampling/

Customer

Complaint

If contractor performance does not meet the acceptable quality level, the government will document the Contractor Performance

Assessment Report.

SOW

Paragraphs

4.5 and 7.0.

Addendum I

Perform and administer quality control program including subcontractor management, if applicable, in accordance with the QCP.

100%

Compliance

Random, Unscheduled, Planned, Validated

Customer

Complaints

If contractor performance does not meet the acceptable quality level, the government will document

6.3.4. Deductions. The contractor is subject to deductions for incomplete or unsatisfactory bus transportation services in addition to any other remedies the Government may be authorized under the terms and conditions of this contract.

6.3.4.1. Deduction Calculation.

6.3.4.1.1. Deductions shall be made on a per run basis. Should multiple deficiencies be recorded against all runs in a single day, the total deduction incurred shall not exceed 100% of the value of the affected day.

6.3.4.1.2. Example: Assume a deficiency occurs on a regular SY scheduled run on one day in the

Base Year (CLIN 0001) and with a cost per day of $3000.

$3000/20 runs per day = $150 per run/day.

Under this assumption, a Service Deficiency (SD) with a 20% rate of deduction would be $30.00. An

SD with a 100% rate of deduction would be $150.00.

6.3.4.2. Schedule of Deductions. Failure by the contractor to perform critical performance elements in accordance with the SOW requirements are subject to the Schedule of Deductions in the table below.

Table 2 – Schedule of Deductions Schedule

Deduction

(SD)

Number

Para.

Unacceptable Level of Performance

% of Run

Deduction

SD-1 Addendum F.14.2.

Failure to provide buses within 1 hour of COR notification that delivery routes have been adjusted.

100%

SD-2

Addendum B.11.4

Addendum E

E.1.3.3

B.11.4.

Operating the vehicle in an illegal or unsafe manner, or under the influence of alcohol or drugs.

100%

SD-3

Addendum E.1., E.1.6., and E.1.6.1.

Failure to provide replacement bus when required. 100%

SD-4

SOW 9.4

Addendum C.3.

Contractor operating a vehicle without all installed federal and state safety requirements, or without completing and documenting a daily vehicle safety inspection.

100%

SD-5 SOW F.7

Failure to adhere to the arrival and departure times annotated on the route schedule 20%

SD-6

Addendum F.2., and F.9.

Failure to discharge students at an authorized bus stop, or causing passengers to disembark at any place other than their designated stops.

25%

SD-7 Addendum F.13.

Passenger remaining undetected in the passenger compartment after the last stop of each run.

100%

SD-8 Addendum B.10. Failure to provide a safety attendant as required. 100%

SD-9 Addendum B.9.1

Contractor failure to inform COR when it discovers an employee has been arrested for a criminal offense or charged with any offense that could result in license of certification suspension or revocation.

100%

SD-10 SOW 9.7, 9.8

Failure to submit written accident/incident reports in accordance with contract.

20%

SD-11 Addendum B.11.1 Contractor employees being abusive or disrespectful. 20%

Schedule

Deduction

(SD)

Number

Para.

Unacceptable Level of Performance

% of Run

Deduction

SD-12 Addendum B.11.2

Contractor employee making improper physical contact with passengers including any conduct of a sexual nature

(verbal or physical).

100%

SD-13

Addendum B.11.4 and B.11.5.

Contractor employees eating, drinking, smoking or providing food, drink or tobacco products to students while performing services under this contract.

20%

ATTACHMENT 1

RECORD OF CUSTOMER COMPLAINT

Date of Complaint: ____________________ Time of Complaint: ___________________

Source of Complaint: __________________ School/Facility: ______________________

Individual: ___________________________ Contract Reference: __________________

Nature of Complaint:

Validation:

Date/Time Contractor Informed: ________________

Action Taken by Contractor:

Date Received/Validated by: