Attachment 3 - Quality Assurance Surveillance Plan.pdf

ATTACHMENT 3

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

COURSE DEVELOPMENT AND DELIVERY SERVICES

1. INTRODUCTION

This Quality Assurance Surveillance Plan has been developed to evaluate Contractor performance while implementing the Performance Work Statement (PWS). It is designed to provide an effective surveillance method for monitoring and evaluating the Contractor’s performance for the requirements listed in the PWS.

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 service quality. The Contractor is required to develop a comprehensive program of inspections and monitoring actions. The major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved after contract award 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 quality program.

2. OBJECTIVE

This plan provides a quality surveillance strategy for training program course development and delivery services to be performed at the Department of Homeland Security (DHS)/Federal Emergency Management Agency (FEMA)/Center for Domestic Preparedness (CDP), located at Anniston, Alabama. The primary intent of the plan is to provide a basis for the Contracting Officer’s Technical Representative (COTR) evaluation of performance quality. Oversight of Contractor performance will assure quality performance. The plan will also afford the COTR and Contracting Officer a productive mechanism to preclude major deficiencies in performance, provide input for annual contractor past performance evaluations, and make the determination for exercising of contract options.

3. PERFORMANCE INDICATORS (MEASURES). Surveillance of contractor performance will be performed by the appointed COTR and the Contracting Officer based on the surveillance methodologies identified in the Performance Requirements Summary (PRS). The following primary task areas of the contract will be the basis from which all surveillance will originate:

3.1 Course Development

3.2 Course Management and Material Maintenance

3.3 Instructor Selection, Training, Certification and Sustainment

3.4 Course Delivery

3.5 Logistics and Equipment Management

3.6 Safety Operations and Management

3.7 Work Order Procedures

3.8 Deliverables

4. EVALUATION METHODS

The COTR efforts will primarily be based on verification and monitoring of the Contractor’s performance. The Government will use a variety of surveillance methodology and techniques to validate the contractor’s compliance. The COTR, assisted by other Government representatives, will perform evaluations based on each of the indicators stated in section 3 of this plan. The below listed methods of surveillance shall be used in the administration of this QASP.

5. PERFORMANCE REQUIREMENT SUMMARY

5.1 Lists the specific section in the PWS that the government will evaluate. The absence of any contract requirement from the PRS shall not detract from its enforceability or limit the rights or remedies of the government under any other provision of the contract.

5.2 Lists the service to be performed.

5.3 Lists the standard of performance for each specific service.

5.4 Lists the surveillance methods the government will use to evaluate the contractors performance in meeting the requirements of the contract.

6. SURVEILLANCE METHODS

6.1 The Government’s quality assurance procedures are based in part on attribute sampling of the recurring critical products of the contract using the concepts of MIL STD 105E sampling procedures and ANSI/ASQC Z1.4 sampling procedures and tables for inspection by attributes.

6.2 The Random Sampling method will be used for recurring service output items (daily, weekly, monthly, quarterly, semiannually, annually or as required) as determined necessary to assure a sufficient evaluation of contractor performance.

6.3 The 100% Inspection Method will be used for those tasks that occur infrequently and cannot be random sampled because the sample size for a small lot may exceed the lot size. Also, the tasks may have a stringent performance requirement where safety or health may be a concern.

6.4 Periodic surveillance. Sometimes called sampling, consists of the evaluation of tasks selected on other than 100 percent or random sample basis. It is appropriate for tasks that occur infrequently and where 100 percent inspection is neither required nor practicable. A predetermined plan for inspecting part of the work is established using subjective judgment and analysis of agency resources to decide what work to inspect and how frequently to inspect it. There will be periodic surveillance of output items as determined necessary to assure sufficient evaluation of contractor’s performance.

6.5 Customer complaints/Input. This is not a primary method, but it is a valuable supplement to more systematic methods.

FEMA CENTER FOR DOMESTIC PREPAREDNESS (CDP) COURSE DEVELOPMENT AND DELIVERY SERVICES

PERFORMANCE REQUIREMENTS SUMMARY (PRS)

PERFORMANCE

AREA (PA) REQUIRED SERVICES

PERFORMANCE

STANDARD/ ACCEPTABLE

QUALITY LEVELS (AQL)

MONITORING

METHOD

INCENTIVES/

DISINCENTIVES

FOR MEETING/

NOT MEETING

AQL

Course Development Curriculum Reports

The contractor shall generate weekly reports regarding the status of the following curriculum activities:

courses in development; curriculum under review; summarization of the continuous improvement process for each course; and routine modifications. The weekly report format and delivery schedule will be defined by the COTR.

100% Inspection 1,2,3

Course Development Configuration Management Program

(CMP)

The contractor shall be responsible for configuration management of all newly designed curriculum models from inception. The contractor’s CMP shall conform to the requirements of the Guidelines for Configuration Management, ANSI/ISO/ASQ Q10007. The completed baseline abstract shall be identified and maintained as the configuration baseline.

Random Inspection 1, 2, 3

Course Development Syllabus Development

After receipt of an abstract approval and documented request from the COTR, the contractor shall develop a syllabus for the course. The contractor shall provide completed syllabus to the COTR within 15 calendar days of notification to proceed.

100% Inspection 1,2,3

AREA (PA) REQUIRED SERVICES

PERFORMANCE

STANDARD/ ACCEPTABLE

QUALITY LEVELS (AQL)

FOR MEETING/

NOT MEETING

AQL

Course Development Section 508 compliant

All training materials shall be section 508 compliant in accordance with national guidance. Documented evidence of compliance must be maintained on file for Government review.

Course Development Instructor/staffing requirements

The contractor will submit an instructor/staffing plan to meet new course requirements to the COTR within 15 days after syllabus approval.

100% Inspection 1, 2, 3, Course Management and Material Maintenance

Program of Instruction

Modifications that impact the POI must be approved by the COTR and changed in the POI within 5 days of the COTR approval. Modifications to the POI to meet specific jurisdictional needs must be approved by the COTR prior to course delivery.

100% Inspection 1, 2, 3

Course Management and Material Maintenance

Risk Analysis

The contractor shall perform a risk analysis (to include a course safety plan and safety briefing package) for each new course resulting in a written risk analysis plan.

AREA (PA) REQUIRED SERVICES

PERFORMANCE

STANDARD/ ACCEPTABLE

QUALITY LEVELS (AQL)

FOR MEETING/

NOT MEETING

AQL

Course Management and Material Maintenance

Risk Analysis For existing approved courses, risk analysis plans shall be reviewed annually.

Random Inspection 1, 2, 3

Course Management and Material Maintenance

Risk Analysis/Safety Briefings

The contractor shall prepare and present safety briefings for each course based on the risk analysis plan.

Random Inspection 1, 2, 3

Course Management and Material Maintenance

Safety Observer All courses require a qualified safety observer.

Random Inspection 1, 2, 3

Course Management and Material Maintenance

Safety Officer

The contractor shall ensure that a designated and qualified safety officer is present during all training involving the wearing and operating in personal protective equipment (PPE); and, in the delivery of the Managing Civil Actions and Threat Incidents (MCATI) Protester Device course.

AREA (PA) REQUIRED SERVICES

PERFORMANCE

STANDARD/ ACCEPTABLE

QUALITY LEVELS (AQL)

FOR MEETING/

NOT MEETING

AQL

Instructor Selection, Training, Certification and Sustainment Instructor Selection

The contractor shall make instructor selection and certify that all instructor criteria set forth in the PWS has been met.

Periodic Inspection 1, 2, 3, Instructor Selection, Training, Certification and Sustainment COBRATF Instructors

Of the 10 required years of experience, 5 years must be specialized experience working with WMD, CBRNE, or hazardous materials (civilian or military) at the technician level as defined by OSHA; unless approved by the

COTR.

100% Inspection 1, 2, 3

Instructor Selection, Training, Certification and Sustainment Instructor Qualifications

The contractor will submit a semi-annual report, or as requested, to the COTR of all instructor qualifications by course/module.

100% Inspection 1, 2, 3

Course Delivery Course Delivery Plan

The contractor shall develop a course delivery plan, based on the approved program of instruction, delineating conduct of training for each course to include pre-delivery preparation, course execution, and post-delivery recovery operations necessary to ensure training and educational excellence. Plans must be developed and delivered to the COTR 14 days prior to initial course delivery (resident and non-resident).

This plan will be considered the standard operating procedure for course delivery and, deviations must be pre-approved by the COTR.

AREA (PA) REQUIRED SERVICES

PERFORMANCE

STANDARD/ ACCEPTABLE

QUALITY LEVELS (AQL)

FOR MEETING/

NOT MEETING

AQL

Course Delivery Evening Lectures

The contractor shall conduct a minimum of a one-hour long evening training class/seminar per training week.

Periodic Inspection 1, 2, 3

Course Delivery Evening Lectures

Proposals for the evening training class/seminar shall be submitted to the COTR for approval no later than 14 days prior to delivery.

100% Inspection 1, 2, 3

Course Delivery Outreach Presentations

The contractor will submit presentation proposals to the COTR for review and approval no later than 21 days prior to the scheduled presentation.

100% Inspection 1, 2, 3

Course Delivery Outreach Presentations

The contractor must provide an after action report to the COTR within 10 working days after presentation delivery.

Course Delivery COBRATF Personnel

The contractor shall provide COBRATF instructor and support personnel that are fully qualified within the Contractor Employee Reliability Program (CERP) standards as described within the CDP Standards Document and the CERP Guidebook.

AREA (PA) REQUIRED SERVICES

PERFORMANCE

STANDARD/ ACCEPTABLE

QUALITY LEVELS (AQL)

FOR MEETING/

NOT MEETING

AQL

Course Delivery Non-Resident Training

The contractor must begin reporting estimated numbers for all scheduled non-resident training courses 60 days from the execution, and then weekly until the training is executed.

Random Inspection 1, 2, 3

Course Delivery Non-Resident Training

The contractor must notify the COTR if a course is not at the 75% fill rate 30 days prior to the execution of training with a recommendation for delivery or cancellation.

Course Delivery Non-Resident Training

The contractor must manage the administrative process for student enrollment/training participation and evaluation. Course administrative forms (applications, tests, evaluations, etc.) must be collected and returned to the office designated by the COTR within 10 calendar days of course completion.

Course Delivery Non-Resident Mentoring Program

Contractor will identify jurisdictions for participation in this program and present a written plan to the COTR for approval 90 days prior to implementation.

100% Inspection 1, 2, 3

Course Delivery Mobile Advanced Training Trailer

The contractor shall provide a semi-annual utilization plan for the MATT for review and approval by the COTR on May 15 and November 15 of each year.

100% 1, 2, 3

AREA (PA) REQUIRED SERVICES

PERFORMANCE

STANDARD/ ACCEPTABLE

QUALITY LEVELS (AQL)

FOR MEETING/

NOT MEETING

AQL

Logistics and Equipment Management Inventory

The contractor shall maintain an inventory of equipment and supplies that will be updated monthly. The contractor shall initiate a system for positive control and accountability of all equipment issued to responders during training. This shall be reported every thirty (30) days in the monthly technical progress report.

Random Inspection 1, 2, 3

Logistics and Equipment Management Training Logistics Support

The contractor will have the required training equipment on hand for each resident/non-resident course in accordance with the approved program of instruction 30 minutes prior to the scheduled time of training delivery.

Random Inspection 1, 2, 3

Logistics and Equipment Management Equipment Management

The contractor shall provide a master inventory list of all non-expendable training equipment, to include a regional breakdown upon request by the COTR.

Logistics and Equipment Management Equipment Management

The contractor shall develop and maintain an equipment maintenance and calibration plan. The plan shall be submitted to the COTR on May 15th and November 15th of the contract base year and each subsequent option year.

100% Inspection 1, 2, 3

Logistics and Equipment Management Non-Expendable Equipment Disposal Plan

The plan will be submitted to the COTR on July 15th of the contract base year and each subsequent option year.

AREA (PA) REQUIRED SERVICES

PERFORMANCE

STANDARD/ ACCEPTABLE

QUALITY LEVELS (AQL)

FOR MEETING/

NOT MEETING

AQL

Safety Operations and Management Accident/Incident Reports

The contractor shall report to the COTR in writing within 24 hours all accident/incidents occurring while performing work under this contract in accordance with CDP Accident/Incident Reporting Policy;

additionally, the contractor will record/report all employee accidents in accordance with 29 CFR 1904 – Recording and reporting occupational injuries and illness.

Work Orders Work Orders Procedure

The contractor shall provide an initial cost estimate and work plan (as needed) for each work order proposal request generated by the COTR. Work order cost estimates and work plans shall be provided within 5 days of request for routine work orders and within 8 hours for urgent work orders. Urgent work must commence immediately upon COTR approval.

Work Orders Work Orders Procedure

The contractor shall separately track costs for each work order and provide notification to the COTR when 80% of the estimated cost for a work order has been incurred.

Work Orders Work Orders Procedure

All work requests shall be recorded, scheduled and tracked utilizing the Government provided MP2/7i maintenance management system.

AREA (PA) REQUIRED SERVICES

PERFORMANCE

STANDARD/ ACCEPTABLE

QUALITY LEVELS (AQL)

FOR MEETING/

NOT MEETING

AQL

Work Orders Work Orders Procedure

The contractor shall submit a monthly work order summarizing the work completed and costs incurred for each work order.

100% Inspection 1, 2, 3

Monthly Technical Progress Report Technical Progress Report Report is due NLT the 10th day of each month. 100% Inspection 1, 2, 3

Incentive/Disincentives for Meeting/Not Meeting AQL

1. Positive or negative performance will be documented in the contractor performance assessment reporting system/database.

2. Non compliance to contract standards will be corrected at no cost to the government.

3. The contractor may receive informal or formal acknowledgement for exceptional performance in the form of certificates or letters.

Notification. The contractor shall respond in writing to the Contracting Officer, to all notifications of failure to meet acceptable quality levels within 5 days of issuance by the Contracting Officer. The contractor’s response shall include the corrective action taken to rectify the problem and the proposed measure to preclude the recurrence of the problem.