Attch_5_QASP_21_Jan_2016.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

SAFETY ATTENDANTS/ SAFETY ATTENDANTS (SPED) – PUERTO RICO SCHOOLS

1.0 Vision: Perform safety attendant services for students in grades pre-kindergarten thru grade 12 commuting to/from different routing locations between the Fort Buchanan (San Juan Area) and Ramey Aguadilla, PR. Contractor shall provide all personnel, labor, equipment, tools, supplies, materials, supervision, and other items/services necessary to provide satisfactory services and maintain safe working condition, while presenting a neat, clean, and professional appearance.

2.0 Mission: The Department of Defense Education Activity is to Educate, Engage, and Empower each student to succeed in a dynamic world.

3.0 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

3.1 The contractor is responsible for implementing and delivering performance that meets contract standards using its Quality Control Plan (QCP). 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.

3.2 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.

3.3 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. The QASP is designed to ensure early identification and resolution of performance issues to minimize impact on mission performance.

4.0 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.

5.0 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. The CO shall determine and document the final assessment of the contractor's performance in the governments past performance tracking system.

· Assigned CO: Wikiki Henton

· Organization or Agency: DoDEA/DDESS

· Telephone: 678-364-6844

· Email: wikiki.henton@am.dodea.edu

5.2 Contract Specialist (CS):

· Assigned CS: Gleybis Carrera

· Organization or Agency: DoDEA/DDESS

· Telephone: 678-364-6920

· Email: gleybis.carrera@am.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 (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 Government's behalf.

· Assigned COR: Ramon Moreno

· Organization or Agency: DoDEA/DDESS

· Telephone: 787-707-4613

· Email: ramon.moreno@am.dodea.edu

5.6 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:

6.0 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 (QC)

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 is documented in a Quality Control Plan, approved at the beginning of the contract, and 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’s function is responsible for 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 Surveillance Schedule: The COR will develop a surveillance schedule. Copies of the schedule shall be sent to the contract administrator five calendar days prior to the start of each surveillance period. The schedule shall be marked FOR OFFICIAL USE ONLY. Changes to the surveillance schedule will be posted and copies sent to the contract administrator. Include documentation regarding reason for changes.

6.2.2 Surveillance Methods: This QASP will incorporate Customer Complaints and Periodic/Planned Inspections as the approach to ensure the contractor complies with the PWS requirements. Re-performance at no cost to the Government is the preferred method of correcting any unacceptable performance.

6.2.3 Validated Customer Complaint: Performance Objectives as defined in the Performance Requirements Summary (PRS) (reference PWS). Anyone who observes unacceptable services, either incomplete or not performed, shall immediately contact the COR using the Customer Complaint Record form (reference Appendix 3). The COR will conduct an investigation to determine the validity of the complaint. If the COR determines the complaint to be valid, the COR will document the findings and notify the customer and the contractor. The COR will retain the annotated copy of the written complaint for the governments files. If the complaint is valid, the contractor shall be given four hours to correct the defect.

6.2.3.1 The COR will inform the customer the approximate time the defect will be corrected and advise the customer to contact the COR if the defect is not corrected. The COR will consider the customer complaint resolved unless notified otherwise by the customer.

6.2.3.2 The contractor shall return the written customer complaint document to the COR, completed with the actions taken to correct the defect. The government will retain this document to ensure the contractor has taken appropriate action(s) to prevent the recurrence of defects. The COR will retain and file the complaint form. At the end of each month, all validated complaints will be counted to determine if performance is satisfactory or unsatisfactory based on the criteria in the PRS.

6.2.4 Periodic/Planned Inspection: 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.

6.2.5 Surveillance Team: The surveillance team consists of the following key players: School Administrators, COR, CO and Contract Administrators.

6.2.6 Unacceptable Performance: If the number of complaints/defects exceeds the performance threshold for any objective, the COR will determine the possible cause of this unacceptable performance. Government-caused complaints/defects shall not be counted against the contractor. The same applies to any other requirement of the contract when Government-caused complaints/defects are caused of unacceptable contractor performance. If the contractors performance is judged unacceptable for any requirement as determined by the COR, the COR will inform the contractors on-site representative, and request his or her signature and date of surveillance on documentation acknowledging notification. If the on-site contractor representative refuses to sign, COR must refer the contractor to the contracting officer for resolution.

6.2.7 Revisions: Revisions to this QASP are the joint responsibility of the requiring activity and the contracting office. However as a result of partnering with the contractor, surveillance checklists may be revised jointly by COR personnel and contractor personnel. The contracting officer must approve the revisions in writing before being used by COR personnel.

6.3 Documentation: The COR is responsible for maintaining a Surveillance Folder at a designated location. The following information will be contained in the Surveillance Folder.

· QASP

· Contractors Quality Control Plan

· Activity Log. A chronological log of the actions taken in the accomplishment of quality assurance.

· Contract. Applicable portions of the contract and PWS, modifications, and delivery orders.

· Appointment Letters and Training Certificates of the COR

· Certification of Services Documentation

· Surveillance Checklists

· Quality Assurance Surveillance Schedules

· Corrective Action Request Log

· Corrective Action Requests

· Monthly Surveillance Status Reports

· Minutes/Memos/Miscellaneous Correspondence

6.4 Surveillance Matrix: The Surveillance Matrix (See Attachment 2 – Performance Requirements Summary) is the list of performance objectives and standards to 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.

6.4.1 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 performs surveillance, using this QASP, to determine the quality of the contractor's performance as it relates to the performance element standards. The PRS will be used to form the foundation of the COR's inspection checklist.

Appendices:

Appendix 1 - Quality Assurance Schedule Appendix 2 - Quality Assurance Monitoring Form Appendix 3 - Customer Complaint Form

Appendix 1 Quality Assurance Schedule

-Employee Climate -Training -Safety/Security Measures

-Special needs

Note: 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.

Appendix 2 Quality Assurance Monitoring Form

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

ANALYSIS OF RESULTS:

Narrative of Performance during Survey Period:

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

PREPARED BY: ___________________________________ DATE: _________________

Appendix 3 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: _____________________