ATTACHMENT___2__J-C2_QASP__8-01-14.doc

ATTACHMENT 2 J-C2 QASP

HQ0034-14-R-0163

Quality Assurance Surveillance Plan

For

Washington Headquarters Services (WHS)

Facilities Configuration Management Program (FCMP)

Building Information Modeling (BIM), Computer Aided Drafting & Design (CADD), Facility Management Applications (FMA) Services, and RRMC the “Site”, Alterations Work Group (AWG) and Space Portfoilo Management Division (SPMD) August 01, 2014

1.0 Introduction

1.1 Background

Washington Headquarters Services (WHS) operates or leases buildings and land for the Department of Defense (DOD) in the national capital region and provides the following programs and services: facility operations and maintenance, design, construction, utility and energy conservation, recycling; solid waste management, custodial services, landscaping, and environmental, safety and occupational health. WHS serves about 90,000 civilian and military personnel occupying 14,000,000 square feet of office space. “The Site” is a unique deep underground military facility. “The Site” is located in Carroll Valley Pennsylvania. These building and land programs require Configuration Management CADD/BIM/GIS and FMA support services. The Government Configuration Management Program will have staff in place to monitor and evaluate the performance of the contractor.

1.2 Purpose

The purpose of Quality Assurance (QA) is to measure and determine contract compliance of the quality and quantity of goods and services purchased from a contractor. A written Quality Assurance Plan (QASP) has been designed to aid the Contracting Officer’s Representative (COR), Contracting Officer’s Technical Representative (COTR) and/or Quality Assurance Evaluator (QAE) in providing effective contract surveillance and implementation of the contractor quality control plan to ensure satisfactory delivery of product and services. This plan provides for monitoring and evaluating all contract requirements through a combination of devices such as Inspection Checklists and Random Sampling.

1.3 QASP Relation to the Quality Control Plan (QCP)

The QCP is a required element of the contractor’s technical proposal in response to the solicitation. While the QCP represents the way in which the Contractor will ensure its quality and timeliness of services, the QASP represents the way in which the Government will evaluate the contractor’s performance.

1.4 Revisions to the QASP

The QASP is a tool for use in Government administration of the performance work statement (PWS) and remains subject to revision at any time by the Government throughout the Contract performance period. Revisions to this surveillance plan are the responsibility of the Government. Changes may be made unilaterally and need not be announced to the Contractor; the Government may provide informational copies to the Contractor at its option.

2.0 QUALITY Assurance Program Management

2.1 Overview

This section focuses on the roles and responsibilities of the major stakeholders of the Quality Assurance (QA) process, the management of the QA program, and the QA processes and procedures that occur as part of the QA program.

2.2 Roles and Responsibilities

2.2.1 Key Stakeholders

Key personnel responsible for QA include the Contracting Officer (KO), the Contracting Officer’s Representative (COR), Contracting Officer’s Technical Representative (COTR), and the Quality Assurance Evaluators (QAE). Their responsibilities, along with those of the Contractor, are described below.

2.2.2 Contracting Officer (KO)

The KO supports steps taken for ensuring Government and Contractor are in compliance with the terms and conditions of the Contract. The KO serves as the official agent with the authority to modify and interpret the Contract with the Contractor. The KO relies on the COR and COTR and other functional experts to provide information and recommendations regarding the Contractors performance. While the KO may delegate many of the day-to-day contractual administration duties to the COR/COTR, certain contractual actions are retained as the sole purview of the KO, including: certification of invoices for payment, negotiation and issuance of contract modifications, issuance of Contractor Contract Deficiency Reports, issuance of “show cause” letters, termination of the Contract, contract closeout, and resolution of Contractor claims and disputes.

2.2.3 Contracting Officer’s Representative (COR)

An individual designated in writing by the Contracting Officer to act as his/her authorized representative to assist in administering a contract. The source and authority for a COR is the Contracting Officer. COR limitations are contained in the written letter of designation.

2.2.4 Contracting Officer’s Technical Representative (COTR)

The COTR represents the KO and functions as a primary representative assigned to monitor the Contractors performance. The COTR may also serve as the day-to-day manager of one, several, or all requirements of the Contract. If modifications to the Contract are necessary, the COR/COTR will assist the KO in preparing and negotiating the modifications. When problems arise with the Contractor’s performance, the COR/COTR must inform the Contractor of the problems and recommend to the KO the adverse contractual actions that should be taken. Finally, the COR/COTR coordinates matters of contractual interpretation with the Contractor and the KO.

2.2.5 Quality Assurance Evaluators (QAE)

QAEs are the front line staff responsible for obtaining performance data and monitoring the Contractors performance on a day-to-day basis. QAEs serve a key role in determining if the Contractor is fulfilling its contractual obligations and meeting PMs. QAEs are expected to hold the Contractor to the highest possible performance standards, while recognizing that unforeseen and uncontrollable problems do occur. QAEs are expected to be objective and consistent in evaluating Contractor performance against PMs and other contractual requirements. QAEs play a key role in contract administration by serving as the eyes and ears of the contract, KO, COR and COTR. Some of the key contract administration duties of QAEs include:

· Conducting surveillance and completing and submitting inspection checklists, evaluation worksheets and other documents;

· Providing recommendations assessing Contractor performance to the KO for issuance of memos of commendation, Contract Deficiency Reports, and changes to the Performance Requirements Summary (PRS);

· Serving as subject matter experts; and

· Making recommendations for potential changes to performance measures.

QAEs possess no authority to allow the Contractor to deviate from contract requirements. QAEs also have no authority to direct or interfere with the methods of performance by the Contractor or to issue modifications directly to any Contractor personnel.

QAEs must have expertise in their areas of responsibility and have complete knowledge of the performance measure methodologies, reporting procedures, PMs, and standard facility operations. It is also important that QAEs be completely familiar with the quality control approaches specified in the Contractors QCP.

2.2.6 Contractor

The Contractor’s QCP identifies the methods, specific roles, and responsibilities that the Contractor will use to meet the requirements of the Contract. The Contractor is responsible for implementing its QCP and for maintaining and providing all records and reports associated with performance data. The Contractor is expected to cooperate with all activities associated with assessing its performance and respond promptly to direction provided by the KO. This QASP is based on the premise that the Contractor, not the Government, is responsible for the management and quality control actions to meet the terms of the contract. The Performance Requirements recognize that the contractor is not a perfect manager and that the unforeseen and uncontrollable problems do occur. Good management and use of an adequate quality control plan will allow the contractor to operate within specified performance requirements. CORs/COTRs are to be objective, fair and consistent in evaluating contractor performance against the standards.

3.0 Management of Quality Assurance Program

QA program management encompasses a range of responsibilities, including: prioritizing surveillance, managing resources, scheduling surveillance, auditing performance findings, and resolving performance reporting discrepancies between the Contractor and the Government. This section provides guidance for each of these responsibilities.

3.1 Surveillance

Each inspection made by the COR/QAE will be documented and filed for further reference, audit, and proof of inspection.

3.1.1 Prioritizing Surveillance

Facilities Configuration Management Branch (FCMB) may adjust the intensity of its surveillance depending on its level of satisfaction with the Contractor’s performance. Surveillance methods and techniques are outlined in Appendix A, Performance Requirements Summary, for each performance measure. Decreased surveillance may include a change in surveillance method or surveillance frequency. Increased surveillance represents the highest level of surveillance and may include such methods and techniques as 100% inspection.

The Government’s use of increased surveillance generally results from a disparity between the findings of the Government’s QA and the Contractors QC regarding the Contractors performance. Surveillance may also be increased because the Contractor fails to meet the required performance levels or because of changes in the operational environment due to heightened security, infrastructure modifications, newly introduced Contract procedures or processes, or other activities disrupting the status quo.

3.1.2 Monitoring Contractor Performance

QAEs continuously document and report Contract performance to the COR/COTR, who is responsible for addressing any performance-related issues. These issues may include a failure by the Contractor to perform services in accordance with Government Directives, a failure by Contractor to meet PMs, or a failure by the Contractor to meet other contractual obligations.

4.0 Surveillance Guidelines

This section includes information on the primary surveillance methods and analysis tools to be used by QA personnel. Primary surveillance reporting tools are also discussed.

4.1 Surveillance Methods and Analysis Tools

The KO/COR/COTR/QE’s will select the appropriate surveillance methods and analysis tools with which to monitor performance. In order to choose the appropriate methods, the KO/COR/COTR/QE’s will develop a surveillance plan and select from a number of potential types of surveillance including: direct observation, sampling, periodic inspection, 100% inspection, and unscheduled inspections. This will be communicated to the QAEs, who will be trained appropriately.

4.2 Surveillance Planning

Surveillance planning activities provide structure and direction for QAEs. The following bullets represent the steps and sequencing for surveillance planning:

· Obtain performance measure results from the Contractor where applicable;

· List known problem areas detected by previous surveillance;

· Obtain all information required to conduct surveillance;

· Identify performance requirements not associated with performance measures;

· List special projects or surveillance assignments;

· Determine the priority of each activity

4.3 Types of Surveillance

QAEs may use surveillance and inspection methods not limited to direct observation, random or periodic sampling, 100% inspection, and unscheduled inspections to monitor performance. Surveillance methods should be chosen and implemented with the goal of minimizing intrusive and disruption.

4.3.1 Direct Observation

Direct observation is designed to evaluate CADD support services through careful, direct examination of activities to determine whether services conform to contract requirements.

4.3.2 Random Sampling

Random sampling is a QA method designed to evaluate some, but not all, occurrences of a specific contract requirement. Essentially, all occurrences of a service performed are assumed to be equally important. Random sampling should be used for large quantity, repetitive activities. There are several advantages of random sampling including:

· Results are objective and defensible; not subject to questions of bias;

· Can be more accurate than an examination of every item in a large population; this is true where the volume and tediousness of the data under review can lead to errors of omission or fact;

· Saves time and money; frequently, a sample may include fewer items than a fixed percentage sample; and

· Minimizes the potential that any QAE will affect the specific occurrences selected for evaluation.

4.3.2 Planned Sampling

Planned sampling is a more subjective process than random sampling. It is designed to inspect some, but not all, of the monitored services. Planned sampling differs from random sampling in the way in which samples are selected. Specific occurrences of contract requirements that are to be inspected are selected for evaluation prior to their scheduled accomplishment. QAEs are able to monitor efforts to those areas where inspection is most needed. Planned sampling provides a less systematic way of looking at service output and forming conclusions about the Contractor’s level of performance than random sampling. It can provide a one‑time subjective evaluation of the Contractor’s performance, or it can be used to detect a change in the Contractor’s level of performance (e.g., trend analysis). Planned sampling requires that the sample selection criteria be well documented and consistently applied and that there are no intervening factors when looking at performance changes over time.

4.3.3 100% Inspection

One-hundred percent inspection requires that every occurrence of a performed service is inspected. These inspections may be used for requirements that are critical or where there is some reason for suspecting that the performance standard is not being met and should be more closely monitored. One-hundred percent inspection may also be used for monitoring scheduled contract requirements such as one-time deliverables. In some cases, one-hundred percent inspection is used simply because data is easily accessible.

4.3.4 Unscheduled Inspections

The Government may conduct unscheduled inspections of the Contractor’s overall performance and contract compliance. Unscheduled inspections enable QAEs to evaluate and document, on an as needed basis, the Contractor requirements where an increased level of surveillance is thought to be necessary. Unscheduled inspection is also used to evaluate contract requirements that have no specified surveillance method.

4.3.5 Performance Deficiency Report

The COR/COTR will review reports submitted by the QAEs. If the COR/COTR determines that the Contractor has failed to meet performance standards, he or she may prepare Performance Deficiency Reports for the COTR as appropriate. Upon receipt of a deficiency report, the COTR may require the Contractor to take necessary action to ensure that performance conforms to contract requirement

TECHNICAL EXHIBIT 1

Performance Requirements Summary The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Performance Objective

(The Service required—usually a shall statement)

Method of Surveillance

(and who performs) {e.g. 100% inspection by COR}

1.6.1 The contractor shall develop quality control procedures

1.6.1

The contractor shall track defects in work products, address each defect in the monthly progress report; and provide recommendation on how to remedy defects.

5.1

The contractor shall provide a customer service plan

5.1 100% of requests entered into the ticketing system within 24hrs. 80% of all customer service requests shall be completed within 3 business days.

Customer Feedback/Random Sampling by COR

5.2

Contractor shall develop monthly metric and report information

5.3

Contractor shall perform QA Compliance Reviews to ensure accuracy of polylined spaces and attachment of metadata.

5.3

Contractor shall perform QA compliance reviews to ensure internally modified CADD deliverables conform to applicable WHS Electronic Data Standards or AEC CADD standards

5.4

BIM/GIS/CAFM/CADD/FMA Software Analysis

TECHNICAL EXHIBIT 1A

Performance Requirements Summary (RRMC Option 1 “THE SITE” Support) The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Performance Objective

(The Service required—usually a shall statement)

Method of Surveillance

(and who performs) {e.g. 100% inspection by COR}

5.15.1

The contractor shall provide “The Site” specific customer service plan

5.15.1 100% of requests entered into the ticketing system within 24hrs. 80% of all customer service requests shall be completed within 3 business days.

Customer Feedback/Random Sampling by COR

5.15.2

Contractor shall develop monthly metric and report information

5.15.3

Contractor shall perform QA Compliance Reviews to ensure accuracy of polylined spaces and attachment of metadata.

5.15.3

Contractor shall perform QA compliance reviews to ensure internally modified CADD deliverables conform to applicable “The Site” Electronic Data Standards or AEC CADD standards

5.15.4

CAFM/CADD/FMA Software Analysis 100% of all Knowledge articles will be QA and approved by the COR. Analysis reports on time