QASP-Mailroom.doc

HQ0028-09-R-0014

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

MAILROOM, PHYSICAL & CLASSIFIED STORAGE

AT

DEFENSE IMAGERY MANAGEMENT OPERATIONS CENTER - RIVERSIDE

1.

PURPOSE.

1.1 The quality assurance surveillance plan (QASP) outlines the Government’s plan to monitor and inspect the contractor’s work in fulfillment of the mailroom, physical and classified storage services performance-based contract. The intent is to ensure that the contractor performs in accordance with acceptable quality levels, and the Government receives the quality of services and products called for in the contract.

1.2 The objective of the QASP is to evaluate how the contractor is performing in key areas. Primary interest is in the quality and timeliness of the contractor’s final product or service and not in the details of how the work is accomplished. The QASP focuses on the quality and timeliness of the products and services received from the contractor rather than on the procedures used to provide them. The QASP is based on the premise that the contractor, not the Government, is responsible for management and quality control actions to meet the terms of the contract.

2.0

QASP EXECUTION AND MODIFICATION.

2.1 The Government can modify the QASP unilaterally. The QASP represents the Government's acceptance and inspection program for the PWS requirements.

2.2 Any non-conformance with contract requirements is a “discrepancy.” The term “discrepancy” refers to a service output that does not meet the standard of performance specified in the contract for that service. If the minimum acceptable standard(s) is(are) not met, DIMOC QAE shall notify the contracting officer for appropriate action in accordance with FAR 52.212-4, Contract Terms and Conditions - Commercial Items (FEB 2007).

2.3 Increased evaluation efforts are placed on those areas where there are indications of poor or suspect contractor performance indicated by the contractor’s self-assessment or by DIMOC QAE inspection and analysis. The level of review is reduced when there are indications that the contractor’s performance is strong and the contractor’s self-assessment and corrective action program is effective.

2.4 During phase-in the contractor and DIMOC QAE will mutually develop QA plans and checklists. The Government will use SeeSOR for the surveillance of plans and checklists. The Contractor will be given the option to use SeeSOR or their own approved method to manage their plan and checklists.. The contractor will perform independent inspections using the mutually developed QA plans and checklists. The Government and contractor will meet monthly to review the analysis.

2.5 Development, reviews, and updates to the SeeSOR QA plans and checklists will be conducted by designated contractor representatives and DIMOC QAE once per quarter or upon modification to the contract.

3.

PERFORMANCE REQUIREMENTS SUMMARY (PRS) TABLE

3.1.1-

3.1.1.3

Items All items received, will have barcode and entered/updated in Seer/MIM IAW the PWS response time

2 work days 95% of items received are barcoded, enter/updated in Seer/MIMS correctly.

Shall have no more than 2 errors as scheduled for timeliness.

Periodic Inspection

Items All items handled and stored IAW the PWS

Retrieval is 1 work day restocking is 2 work days 95% of action inspected are handled/stored correctly

Shall have no more than 2 errors as scheduled for timeliness.

Periodic Inspection

Items All items pull for request IAW the PWS response time

2 Work Days or Less (routine)

1 Work Days or Less (priority)

2 Hours or Less (emergency) 95% of actions pulled for requests are complete.

Shall have no more than 2 errors as scheduled for timeliness Periodic Inspection

Items

Items All classified material IAW the PWS and current DoD regulations

Response time 1 work day

Items All classified items received will have a barcode and be enter/update in See/MIMS IAW the PWS and current DoD regulations

Response time, shipping is within 1 work day

Items IAW the PWS and current DoD regulations

Destruction is completed and certified within 5 work days

Items

Items IAW the PWS and as directed by DIMOC personnel

Within 30 days or as directed by DIMOC personnel

3.1.6-

3.1.6.4

Items IAW the PWS All mail shall be either shipped or distributed on the same day it is received unless outgoing mail is received less than one hour prior to pickup. in that case, it will go out the following work day.

95% of items received/distributed/ shipped.

Shall have no more than 2 errors as scheduled for timeliness.

Periodic Inspection

Reports

4.

SURVEILLANCE METHODS.

4.1 Random Sampling. When use sampling plan from the ANSI/ASQ Z1.4-2003, Sampling Procedures and Tables for Inspection by Attribute to determine the performance of the whole while evaluating only a properly selected, statistical sample. Random sampling tables are used to determine the required sample sizes, and random number generators are used to determine the samples to be evaluated. Random sampling procedures are based on those set by the American National Standards Institute (ANSI).

4.2 100% Inspection. This method requires the QAE to inspect and evaluate the performance each time it occurs. Any discrepancy shall be documented and the contractor shall re-perform service within 24 hours after notification.

4.3 Periodic Inspection. This method requires the QAE to evaluate the task selected on other than random sampling or 100%. Periodic inspections will be conducted on a scheduled basis (daily, weekly, monthly, quarterly, semi-annually, or annually) and may be adjusted based on quality trends. Any discrepancy shall be documented and the contractor shall re-perform the service within 24 hours after notification.

4.4 Customer Complaints. This method relies on the user or the customer to identify discrepancies. The complaints are investigated and validated by DIMOC QAE. The complaint must be assessed against contract standards to ensure that a contract discrepancy took place. The DIMOC QAE shall be responsible for initially validating customer complaints. The contracting officer shall make final determination of the validity of customer complaint(s) in cases of disagreement with the QAE and the contractor. Validated customer complaints shall be re-performed within 4 hours of notification.

4.5 Management Information Systems (MIS) evaluates outputs of a PWS requirement through the use of some existing management information systems (Seer/MIMS, HEAT, etc.), which would be a database containing data generated by the contractor and the Government. This type of information can be considered evidence of contractor performance in lieu of actual observed performance data. Even if a MIS database is not already established, written documentation by the contractor is treated in the exact same manner. DIMOC QAEs use the data collected by the MIS to compare contractor performance against contract standards. The results then can be used to determine whether contractor performance is acceptable or unacceptable. The contractor shall re-perform the service within 4 hours after notification.

4.6 Whenever inspection reveals a discrepancy in a contractor-provided service or product, DIMOC QAE shall investigate the circumstances and determine if the discrepancy was a result of Government action or inaction. If it is determined that the discrepancy was contractor caused, DIMOC QAE records the specific reason for the discrepancy and sends a corrective action report (CAR) through the SeeSOR e-mail. The contractor must respond to a CAR within 5 workdays. The contractor shall be given the opportunity to re-perform the service, if possible, at no cost to the Government. Any re-performance shall still count as a discrepancy. If the contractor wishes to dispute the inspection results, the DVIC QAE must refer them to the contracting officer for resolution of the matter (see 2.2).

4.7 Other Surveillance. In general, the Government intends to minimize the level of Government involvement and allow the Contractor to perform to, or exceed, the contract requirements. The Government’s goal is to reduce inspections when the Contractor demonstrates an effective self-assessment program that includes self-identification, taking appropriate corrective actions, and successful follow-on action to prevent recurrence and improve performance. If the Contractor’s performance is deficient, and it appears that the Contractor’s quality control plan is not producing the desired result, the Government can increase inspections to protect its interests.

4.8 General increased evaluation efforts will be placed upon those areas where there are indications of poor or suspect Contractor performance indicated by Contractor self-assessment or by DIMOC COR surveillance and analysis. The level of inspection will be reduced if there are indications that the Contractor’s performance is strong and the Contractor’s self-assessment and corrective action programs are effective.

PAGE