Attachment_4-_QASP.pdf

Page 1 of 8 Version 1.0, Dated 5.29.2015

ATTACHMENT 4

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Hanscom Air Force Base Student Bus Transportation Services

1 Introduction

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the performance work statement (PWS) entitled Attachment 1- PWS, for Hanscom Air Force Base Student Transportation Services. This plan sets forth the procedures and guidelines Department of Defense (DoD) Domestic Dependent Elementary and

Secondary Schools (DDESS) will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 Purpose

1.1.1 It is the contractor’s responsibility to ensure that the services provided meet the requirements of the

Performance Work Statement (PWS) for the Student Bus Transportation Services Contract, for eligible

DoD students grades through 12 attending Bedford High School who reside on Hanscom Air Force Base.

The purpose of the QASP is to describe the systematic methods used to monitor contractor performance, identify the required documentation and resources to be employed, and the actions to be taken when services are deficient. 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 government pays only for the level of services received.

1.1.2 This QASP defines the roles and responsibilities of all involved parties, 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.

1.2 Performance Management Approach

1.2.1 The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by DDESS to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved.

Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether expected outcomes for the project are being achieved by the contractor.

1.2.2 Performance management represents a significant shift from the more traditional quality assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent. This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome. A performance-based approach enables the contractor to play a large role in how the work is performed, as long as the proposed processes are within the stated constraints.

The only exceptions to process reviews are those required by law (federal, state, and local) and compelling business situations, such as safety and health. A “results” focus provides the contractor flexibility to continuously improve and innovate over the course of the contract as long as the critical outcomes expected are being achieved and/or the desired performance levels are being met.

Page 2 of 8 Version 1.0, Dated 5.29.2015

1.3 Performance Management Strategy

1.3.1 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 PWS. The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated government representative. 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 PWS. This QASP enables the government to take advantage of the contractor’s QC program.

1.3.2 The 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 government will make determination regarding incentives 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.

2 Roles and Responsibilities

2.1 The Contracting Officer

The Contracting Officer (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. The CO will designate one full-time COR as the government authority for performance management.

Assigned CO: Wikiki Henton

Organization or Agency: DoDEA/DDESS

Telephone: 678-364-6844

Email: Wikiki.Henton@am.dodea.edu

2.2 The Contract Specialist

The Contract Specialist acts as an acquisition consultant and serves as liaison between the DoDEA/DDESS

Procurement Division, the requiring activity, and vendor(s).

Assigned CS: Alicia Prince

Telephone: 678-364-6854

Email: Alicia.Prince@am.dodea.edu

2.3 The Contracting Officer’s Representative

The Contracting Officer’s Representative (COR), designated in writing by the CO to act as his or her authorized representative to assist in administering a contract, is responsible for providing continuous technical oversight of the contractor's performance. COR limitations are contained in the written appointment letter. The COR uses the QASP to conduct the oversight/surveillance process. The COR shall keep a Quality Assurance (QA) 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 mailto:Alicia.Prince@am.dodea.edu

Page 3 of 8 Version 1.0, Dated 5.29.2015

Government's behalf. Any changes that the contractor deems may affect contract price, terms, or conditions shall be referred to the CO for action.

Assigned COR: Brenda Gregorich

Telephone: 678-364-8005

Email: Brenda.Gregorich@am.dodea.edu

2.4 Contractor Representatives

The following employees of the contractor serve as the contractor's Program Manager or Quality Control Manager

(QCM) for this contract. (Complete this section after the contract award)

Program Manager:

Telephone:

Email:

Task Manager:

Telephone:

Email:

Other Key Contract Personnel:

Title:

Telephone:

Email:

3 Identification of Required Performance Standards/Quality Levels

The required performance standards and/or quality levels are included in Attachment 1- PWS and Attachment 3-

Performance Requirements Summary (PRS). If the contractor meets the required service or performance level, it will be paid the monthly amount agreed on in the contract. Failure to meet the required service or performance level will result in a deduction from the monthly amount.

4 Methodologies to Monitor Performance

4.1 Scheduling

The Government reserves the right to visit and observe bus operations on both announced and unannounced basis, to ensure requirements of PWS are being met.

4.2 Sampling/Inspection Procedures

The Government will use various methods of surveillance to evaluate the contractor’s performance in meeting the

PWS requirements. The Government will make every effort to ensure the surveillance methods described below are conducted in an objective, fair and consistent manner.

4.3 Incidental Surveillance

The Government may observe contract performance that does not comply with PWS requirements at other times such as accidents or incidents. The COR will document the observation and report any deficiency to the Contracting

Officer.

4.4 Customer Feedback

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

Page 4 of 8 Version 1.0, Dated 5.29.2015 significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints.

The Government may receive complaints from a variety of customers including parents, students, school staff, and concerned community members regarding the quality of the transportation program. The Government will require the complainant to submit the information in writing and will conduct an investigation to determine its validity. If valid, the designated investigator will notify the COR, the Contracting Officer, the Installation Transportation

Officer, and the complainant.

4.5 Acceptable Quality Levels

The acceptable quality levels (AQLs) included in the Performance Requirements Summary Table for contractor performance are structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls. For certain critical activities such as those involving maintaining passenger safety, providing vehicles, providing replacement vehicles, providing scheduled transportation services, bus stops, route/run inspection, standards of conduct, and security/ criminal offenses, the desired performance level is established at 100 percent. Other levels of performance are keyed to the relative importance of the task to the overall mission performance at Hanscom AFB.

5 Quality Assurance Documentation

5.1 The Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the PWS and are assessed using the performance monitoring techniques shown in the attached Quality Assurance Monitoring Form.

5.2 Monitoring Forms

The Government will use a variety of published documents (to include but not be limited to: business license, insurance, State requirement documents, drivers’ licenses and certification, and accident/incident reports) to ensure the program is meeting the requirements of the PWS. The government’s QA surveillance, accomplished by the

COR, will be reported using the following monitoring forms: Notification of Deficiency (NSD) Form (See

Attachment 1, Technical Exhibit 5) and the Customer Complaint Form (DD Form 5477). The forms, 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.

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

6 Analysis of Quality Assurance Assessment

6.1 Determining Performance

6.1.1 Government will use the monitoring methods cited to determine whether the performance standards/service levels/AQLs 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 bring performance up to the required levels. Failure to meet the AQL may result in a deduction from the monthly payment, using the deduction percentages shown in the PRS.

6.2 Reporting

6.2.1 At the end of each month, 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 includes the contractor’s submitted monthly report and the completed quality assurance monitoring forms 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, including cost/technical/scheduling objectives.

Page 5 of 8 Version 1.0, Dated 5.29.2015

For unsatisfactory or incomplete services, a Notification of Service Deficiency (NSD) will be issued by the

Government or Contracting Officer in accordance with PWS. The NSD explains the circumstances and findings concerning the incomplete or unsatisfactory service. Meetings with appropriate school and

Government officials will be held to develop, implement, and monitor improvement plans that will correct the deficiency.

6.3 Reviews and Resolution

6.3.1 The COR may require the contractor’s project manager, or a designated alternate, to meet with other government 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:

Monthly performance assessment data and trend analysis

Issues and concerns of both parties

Recommendations for improved efficiency and/or effectiveness

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

6.3.3 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. Changes to service levels, procedures, and metrics will be incorporated as a contract modification at the convenience of the CO.

Page 6 of 8 Version 1.0, Dated 5.29.2015

QUALITY ASSURANCE SCHEDULE

Who Inspects When How What

COR As required Documentation Review Reports required IAW PWS paragraph 6.0 and Technical

Exhibits

CO, COR and/or local designated DoDEA or military educators and officials

Incidental visits—Occur when officials are at the installation for other purposes (for example, facilities review; security review) or attending a school function in unofficial capacity

On-site visual observation

-Bus appearance and maintenance

-Employee Climate

-Training

-Safety/Security Measures

-Visual access stickers and route numbers.

CO, COR and/or local designated DoDEA or military educators and officials

Upon receipt of formal complaints

Documentation review and/or on-site observation;

investigations as deemed appropriate based on significance of complaint of violation of contract requirements

-As appropriate to complaint

-Special needs

Contract officials will NOT investigate individual complaints regarding general school bus operations; this category of inspection refers only to complaints received specific to violation of contract terms. It is not the goal of this category to usurp the responsibilities of business owners, school administrators, committees and boards.

(END OF SECTION)

Page 7 of 8 Version 1.0, Dated 5.29.2015

QUALITY ASSURANCE MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint

Incidental Observation

ANALYSIS OF RESULTS:

Service Provider’s Performance (Check): Meets Standards

Does Not Meet Standards

Narrative of Performance During Survey Period:

Supporting documents attached (e.g. Customer Complaint Form, Transportation Office Reports, Emails)

PREPARED BY: ___________________________________ DATE: _________________

Page 8 of 8 Version 1.0, Dated 5.29.2015

CUSTOMER COMPLAINT FORM

Date:________

Name of person making complaint:

Telephone Number:

Address:

Nature of complaint:

Results of investigation:

Action taken:

Date complainant contacted with the results of the investigation and action taken:______________

PREPARED BY: ___________________________________ DATE: _________________