QASP Snow 2010.doc

SNOW REMOVAL ACTIVITIES – MASSENA STATION

Attachment B

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

SNOW/ICE REMOVAL SERVICES

Massena Border Patrol Station Swanton Sector

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

SNOW/ICE REMOVAL SERVICES

INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions while implementing this SOW. The QASP provides a systematic method to evaluate the services the contractor is required to furnish.

This QASP is based on the premise the government desires to maintain a quality standard in operating, maintaining, and repairing facilities and that a service contract to provide the service is the best means of achieving that objective.

The contractor, and not the government, is responsible for management and quality control actions to meet the terms of the contract. The role of the government is quality assurance to ensure contract standards are achieved.

In this contract the quality control program is the driver for product 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.

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

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

SNOW/ICE REMOVAL SERVICES

1. This checklist shall be filled out by the Contractor and submitted to the COTR or his representative by the third [traditional] workday following the end of each performance month.

2. Contractor shall sign and date the completed form.

3. COTR/Representative shall countersign and date, if in agreement with report. If there are discrepancies, COTR/Representative shall so note the Objective and discrepancies noted on this form.

4. COTR shall retain original. Contractor, COTR Representative, and Contract Specialist shall receive copies of the form.

See the last page for a more detailed list of actions under this quality assurance plan.

MONTH/YEAR: ________________________________

Number of Valid Complaints Actual Performance

(√ if threshold met. Attach explanation if not) Penalty imposed After/

% Penalty Imposed

Approved Snow/Ice Materials Used In accordance with State and Local standards

4th Complaint

2%

Non-motorized equipment should be maintained or replaced so that no instances of lost clearing actions occur.

3rd Complaint/ 3%

3.1c(2)

4th Complaint/

3%

2nd Complaint/

2%

4th Complaint/

2%

3rd Complaint/

5%

3rd Complaint/

2%

3rd Complaint/

2%

Contractor shall keep lanes clear to allow for access to the station marina.

4th Complaint/

2%

3rd Complaint/

2%

4th Complaint

3%

4th Complaint

3%

3rd Complaint

2%

No complaints

5% penalty if not accomplished within 2 weeks of request

SUBMITTED:

Date: _________________

Contractor

CONCURRED:

Date: _________________

COTR/COTR Representative

OR: See Below for Discrepancies (Forward a copy to Contract Specialist)

SURVEILLANCE: The CBP COTR shall appoint a quality assurance (QA) person to receive complaints from compound personnel and pass them to the contractor for correction.

STANDARDS: General standards of performance are published in the PWS. More specific standards are noted in the QASP Table above. Violation of these standards and customer complaints shall not exceed the thresholds cited above for each performance objective. The QA shall notify the Contract Specialist for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions-Commercial Items (May 1997) or the appropriate Inspection of Services clause, if any of the above performance objectives exceed the customer complaint thresholds. In most cases, this requirement is satisfied by submission of the monthly report. Continued non-compliance may require more a more formal memorandum stating the severity of the violations along with records of discussion with the Contractor.

PROCEDURES: Any CBP employee that observes unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the QA and the QA will complete appropriate documentation to record the complaint. The QA will consider the customer complaint valid upon receipt from the customer. The QA should inform the customer of the approximate time the unacceptable performance will be corrected and shall advise the customer to contact the QA if not corrected. The QA will consider customer complaints as resolved unless notified otherwise by the customer. The QA shall verbally notify the Contractor to pick up a copy of the complaint. The Contractor will be given two hours after verbal notification to correct the unacceptable performance. If the Contractor disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the Contractor will notify the QA who will conduct an investigation to determine the validity of the complaint. If the QA determines the complaint as invalid, he will document the written complaint of the findings and notify the customer. The QA will retain the annotated copy of the written complaint for his/her files. If after investigation the QA determines the complaint as valid, the QA will inform the Contractor and the Contractor will be given an additional hour to correct the customer complaint. A customer complaint will not be recorded if proper and timely correction of the unacceptable condition(s) is accomplished – unless the complaints become routine. The Contractor shall return the written customer complaint document, properly completed with actions taken, to the QA, who will file the complaint for monitoring future recurring performance. Recurring customer complaints are not permitted for any of the above service items. If repeat customer complaints are received for the same deficiency – and they exceed the threshold for number of complaints - during the service period, the QA should contact the Contract Specialist for appropriate action. The Contract Specialist and Contracting Officer are the only persons permitted to authorize deductions from a Contractor’s invoice.

Corrective Actions: If unsatisfactory performance occurs in the same category for two consecutive months, the Contractor will be required to submit a plan for corrective action to the Contracting Officer. The COTR, COTR Representative, and Contract Specialist shall also receive a copy of the plan. The COTR and COTR Representative will monitor that (those) activities closely in that month to insure that the Contractor follows through with the plan for corrective action, and they will note compliance with or deviation from that plan in the month that the plan for corrective action is initiated.

Consequences for Continued Poor Performance: If the Contractor fails to achieve satisfactory performance in at least two of the performance objective areas, the Contracting Officer has the prerogative, upon the recommendation of the COTR, to issue a Cure Notice to the Contractor. If the poor performance continues, the Contracting Officer may terminate the contract for cause and re-solicit the snow plowing activity. The former Contractor shall be barred from participation in any re-solicitation action.